Senior I.T. Management Support, Bilingual French Speaking
Work Location: Luxembourg
Business unit: European Investment Bank (EIB)
· There’s no age limit
· 7 years + experience
· Residence from France and Belgium to work in Luxembourg are priority
· Other EU applicants who are willing to relocate are also welcome
The Service Desk Agent provides support for basic incident resolution and service request fulfillment.
Agents are responsible for the end-to-end customer experience and provide a single point-of-contact for the customer. Responsibilities include initial incident/request assessment, troubleshooting, and resolution of incidents and service requests.
Agents must have a comprehensive understanding of the technologies involved and support experience in common desktop software on a Windows environment and corresponding hardware.
Staff shall also be versed in automated software distribution as well as telephony, video conference and mobile devices such as iPhone, iPad, Microsoft Surface Pro.
Service Desk Agents must log all incidents and requests and engage other end user services re-sources to resolve incidents that are beyond the scope of their ability or responsibility.
Service Desk Agents uses the appropriate priority and categorization for logging incidents and service requests to ensure timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
Agents may be requested to provide after business hours and on-call support as needed.
Agents shall document resolution of incidents and update documentation and/or knowledge bases accordingly.
Agents shall strive to develop general knowledge of the current EIB business and business practices, increasing their ability to quickly resolve incidents and requests on first contact.
The Service Desk Agent will be assigned to work in different profiles depending on the service needs.
Role:
Senior Management support is a role for the most senior support staff and involves providing top quality IT services to the senior executives at the EIB.
This role requires sensitivity to protocol and etiquette in the delivery of services to senior stakeholders and requires experience with executive-level hands-on onsite support, in addition to senior end user technical support skills and customer service excellence.
This role requires an emphasis on incident resolution, the development of technical solutions, user experience, as well as building and maintaining positive business relationships with senior management.
The non-exhaustive list of job responsibilities as well as technical and specific skills / experience is shown below.
Job responsibilities:
· Knowledge of the IT needs of Senior Management;
· Identify, resolve and escalate incidents as appropriate;
· Provide after hours and on-call support, as well as dedicated executive support for events or high-level meetings.
Technical and Specific Skills / Experience
· Good Flexibility and stress resilient;
· Very good attention to details;
· Excellent Customer and Service focus;
· Exceptional spoken and written interpersonal, communication and presentation skills;
· Ability to operate effectively in a high-pressure situation.
Salary: €38K per year depending on the experience
Relocation Package: 1000-1500€
How to Apply:
Please send comprehensive updated CV/resume standard format (designation, working period, company name, company address, company line of business and job description) to email address careers@ highofferjobs. com
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