FA-25019 SENIOR IT SERVICE DESK EXPERT
Permanent contract Belval
Are you passionate about research? So are we! Come and join us
The Luxembourg Institute of Science and Technology (LIST) is a Research and
Technology Organization (RTO) active in the fields of materials, environment
and IT. By transforming scientific knowledge into technologies, smart data and
tools, LIST empowers citizens in their choices, public authorities in their
decisions and businesses in their strategies.
Do you want to know more about LIST? Check our website: https: // www. list.lu/
https: // www. list.lu/en/institute/who-we-are/
How will you contribute?
Within a service desk , the IT Service Desk expert serves as the first
point of contact for users facing technical issues. This role is crucial in
delivering fast and effective support, ensuring that all employees can work
under optimal conditions.
In addition to troubleshooting incidents and responding to user requests, the
IT Service Desk Expert is actively involved in the deployment of systems and
IT equipment required for the company's operations. He is also responsible
for the preparation and configuration of meeting rooms , ensuring seamless
conditions for professional interactions.
This position, combining responsiveness, versatility, and a strong sense of
service, is vital for maintaining a high-performing technological environment
and ensuring business continuity.
You will be mainly in charge of:
Provide Level 1 support by diagnosing and resolving technical issues
encountered by users, across various environments including Windows,
macOS, and Linux.
Manage user requests through a ticketing system, prioritizing tasks and
ensuring thorough follow-up until resolution, regardless of the platform
concerned.
Respond to hotline support requests, assisting users remotely with issues
related to various equipment (computers, peripherals, etc.).
Manage the inventory of IT equipment, maintaining an up-to-date record of
machines running Windows, macOS, and Linux, as well as mobile devices
running iOS and Android.
Install and configure IT hardware, including workstations, peripherals
(printers, scanners, etc.), and network equipment, while considering the
diversity of systems in use.
Perform hardware support interventions, such as replacing components or
managing minor repairs, ensuring compatibility with existing environments.
Deploy and update operating systems, software, and applications on
computers, smartphones, and tablets, while adhering to the technical
standards of Windows, macOS, Linux, iOS, and Android.
Oversee meeting rooms, by installing and testing audiovisual equipment
compatible with multiple systems.
Perform regular checks on IT equipment, including desktop computers,
laptops, smartphones, and tablets, to ensure proper functionality.
Document standard operating procedures, considering the specificities of
different systems and devices.
Train and assist users, explaining best practices for using their tools
effectively, including mobile devices.
Contribute to the monitoring of the IT infrastructure, identifying and
reporting malfunctions across all systems and equipment managed.
Is Your profile described below? Are you our future colleague? Apply
now
Education
Bac +2 (equivalent to a two-year degree) in IT, or a related field
Experience and skills
At least 5 years of experience in an IT support role or similar
environment, with a strong understanding of incident management and user
request tools.
ITIL Foundation certification to understand best practices in IT service
management and ensure high-quality service delivery. Any additional
certification or training will be considered a plus.
Experience with ITSM tools such as ServiceNow or equivalent, for managing
tickets and overseeing user requests.
Proficiency in Windows, macOS, and Linux environments, with the ability to
diagnose and resolve technical issues across these systems and adapt to
the diversity of systems in use.
Inventory management skills, including tracking and updating equipment
(computers, peripherals, mobile devices running iOS and Android),
considering the variety of hardware in use.
Knowledge of deployment and updating tools for operating systems
(Windows, macOS, Linux), as well as common applications and software
used in the company, particularly SCCM and Intune for device management
and software distribution.
Experience in hardware infrastructure management, including hardware
support and component replacement, with a strong ability to adapt to the
different types of equipment in use.
Strong communication skills to interact effectively with users, both over
the phone and through ticket management tools.
Ability to work under pressure and manage priorities, resolving issues
quickly while maintaining a high level of service quality.
Self-motivation and attention to detail, ensuring proper management of
interventions and accurate documentation of procedures and solutions
provided.
Good knowledge of audiovisual equipment and meeting room technologies to
support the installation and maintenance of meeting rooms.
Team player with the ability to work closely with other departments to
resolve complex issues or organize IT projects.
Strong adaptability to the variety of systems and hardware, enabling
efficient management of the different tools and technological environments
within the company.
Language skills
Good level both written and spoken English and French
Your LIST benefits
An organization with a passion for impact and strong RDI partnerships in
Luxembourg and Europe that works on responsible and independent research
projects
Sustainable by design, empowering our belief that we play an essential
role in paving the way to a green society
Innovative infrastructures and exceptional labs occupying more than 5,000
square metres, including innovations in all that we do
An environment encouraging curiosity, innovation and entrepreneurship in
all areas
Personalized learning programme to foster our staff's soft and technical
skills
Multicultural and international work environment with more than 50
nationalities represented in our workforce
Diverse and inclusive work environment empowering our people to fulfill
their personal and professional ambitions
Gender-friendly environment with multiple actions to attract, develop and
retain women in science
32 days' paid annual leave, 11 public holidays, 13-month salary, statutory
health insurance
Flexible working hours, home working policy and access to lunch vouchers
Apply online
Your application must include:
A motivation letter oriented towards the position and detailing your
experience;
A detailed CV
Please apply ONLINE formally through the HR system. Applications by email
will not be considered.
Application procedure and conditions
We kindly request applicants to provide their nationality for statistical
purposes only, as part of our commitment to promoting diversity and
ensuring equal opportunities in our workforce. This information will be
kept confidential and will not be used for any discriminatory purposes.
LIST is dedicated to maintaining an inclusive work environment and is an
equal opportunity employer. We are committed to attracting, hiring, and
retaining a diverse workforce. All applicants will be considered for
employment without discrimination based on national origin, race, colour,
gender, sexual orientation, gender identity, marital status, religion,
age, or disability.
Applications will be continuously reviewed until the position is filled.
An assessment committee will thoroughly evaluate applications, adhering to
guidelines designed to ensure equal opportunities. The primary criteria
for selection will be the alignment of the applicant's existing skills and
expertise with the requirements mentioned above.
REQUIREDLANGUAGES
To be considered for this position it is crucial that you have knowledge of
the following languages
Read C1 Advanced
Write C1 Advanced
Speak C1 Advanced
OPTIONAL LANGUAGES
The following languages are optional but are considered a plus.
Read B2 Upper intermediate
Write B2 Upper intermediate
Speak B2 Upper intermediate
minimum required Education
Required work experience in years
5 or more years
Job Category
Details
Employment type
Contract type
Hours per week
40
Location
Country
City
Esch-Sur-Alzette
Contract Type
Permanent contract
Recruiter in charge
Carolina DE LEON
Employment type
Full-Time
UO
CORPORATE
Profile type
Support staff
