End User Support Specialist

Hays Luxembourg is seeking a proactive IT Support Specialist to join our client's internal End User Services team.

This role involves delivering high-quality first and second-level support to employees, ensuring smooth operation of IT services, and contributing to continuous service improvement.

Excellent communication skills in English and German are needed as the person will be the single point of contact.

Key Responsibilities

• Deliver responsive and effective Level 1 and Level 2 support to internal users across various platforms and devices.
• Perform daily operational tasks with accuracy and timeliness, adhering to internal service standards.
• Support the full user lifecycle, including onboarding, equipment provisioning, and decommissioning: Windows and macOS desktops/laptops; iOS mobile devices, Application deployment and updates, Enterprise printing solutions
• Monitor and manage service requests, incidents, and changes, ensuring proper documentation and escalation when needed.
• Create and maintain internal knowledge base articles to support self-service and team learning.
• Collaborate with global and local IT teams, including infrastructure, cybersecurity, and application support units.
• Track and report on key performance indicators to drive service excellence.
• Stay informed about emerging technologies and recommend improvements to enhance user experience.
• Gather user feedback to identify pain points and suggest enhancements to IT services.
• Participate in team meetings, provide updates, and take ownership of assigned action items.

Required Skills & Experience

• Minimum 3-5 years of experience in IT support roles within large, structured environments.
• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• Experience in financial services or regulated industries is advantageous.
• Must have: Fluent in English and German, with excellent verbal and written communication skills.

Technical Proficiency

• Strong knowledge of Microsoft Windows, Office 365 / M365, and Azure environments.
• Hands-on experience with mobile device management and remote support tools.
• Familiarity with ServiceNow or similar ITSM platforms.
• Understanding of Active Directory, Azure AD, and basic networking concepts ( good to have, not mandatory)
• Exposure to ITIL practices and Agile methodologies is a plus.