Service Desk Agent

We offer: Partial teleworking (depending on assignment and client) Work-life balance  Training (minimum target 5 days per year)  Attractive package (car or car allowance, gas card, meal vouchers, supplementary pension, etc.) Your Mission: The IT Service Desk Analyst will provide first and second line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Coverage includes the Sopra Steria HQ in Luxembourg as well as remote users at other offices and home workers. As a  Service Desk  team member your responsibilities will be: Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries; Receiving, logging and managing calls from internal staff via telephone and email; Maintaining an Asset Database and track changes; 1st and 2nd line support - troubleshooting of IT related problems from software to hardware, such as Mobile device, Desktop and Printers, Infrastructure Management (Server, Network, Virtualization, …); Control set-up & working of end user devices such as PCs, printers, mobile terminals, scanners, phones, ...[MB1] Troubleshoot basic network issues such as Lease Line broadband issues; Escalate unresolved calls to the infrastructure support team or 3rd party; Log all calls in the Service Desk Call Logging systems; Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner; To maintain a high degree of customer service for all support queries and adhere to all service management principles; Provide basic in-house training in your domain expertise; Provide stats for the weekly Service Desk report on call trends. Your Profile: ​ An ITIL qualification is preferable but not essential; A knowledge in the following domain would be considered as an asset (level 1): Windows & Linux Environment ( Active Directory, SCCM, …); Citrix Xen App (reset profile, kill session, …); VMware basic understanding; MS Office (Marco, VB); Veeam or other backup tools; Network understanding (VLAN, DNS, …).  Your knowledge/experience: German, French and English knowledge are mandatory (speaking & writing); Excellent communication skills / Excellent organisational skills; Team player; FirstIT Service Desk and/or Call Center experience is considered as an asset; Basic User & Security Group Active Directory administration; Knowledge in Operating systems for Servers and workstation (Windows, Linux); Experience with using and troubleshooting Exchange within a network environment (permissions, calendar sharing, delegation);  On-site support occasionally for end user support; Laptop and mobile basic setup; You will be a self-motivated achiever who gains satisfaction from providing excellent customer service; You are able to work in shifts (7AM – 19PM) and duty (24/7); Must have a driving licence. Didn’t find what you were looking for? Maybe you can find the job of your dreams at www.ordina.com/careers/ or www.jobs.tobania.be/en-be/