Helpdesk L1

Helpdesk L1

Location : Luxembourg - on-site

Start date : ASAP (you need to available in the next 2 weeks)

Duration : Long-term assignement

Languages : Fluent in French and English

🎯 Key Responsibilities & Missions

• First Line of Support: Act as the primary point of contact for all IT-related inquiries via phone, front desk, and service portal.
• Ticket Management (ServiceNow): Professional logging, categorization, and prioritization of all incidents and requests within the ITSM tool.
• Front-End Support: Handle incoming calls and tickets with a strong focus on first-contact resolution and user satisfaction, and escalation if needed.
• First-Level Administration & Troubleshooting: Execute first-level application and hardware support.

👤 Candidate Profile & Skills

Technical Skills:

• Tooling: Previous experience with ServiceNow is a strong asset.
• Environment: Good working knowledge of Windows, iOS, and Microsoft Azure.
• Procedures: Understanding of ITIL best practices.

Soft Skills:

• Service Excellence: Excellent communication skills and a true "client-first" mindset.
• Language Proficiency: Fluent in English and French.
• Stress Management: Ability to remain professional and helpful during peak hours or when dealing with urgent matters.