Helpdesk Agent

As part of our development and in order to strengthen our teams, Sword Luxembourg is searching for several Helpdesk agent.

Your main missions :

• Providing first-level technical support to end-users thanks to different ways : telephone, e-mail, chat, on-site.
• Identifying, diagnosing and resolving common IT problems, such as hardware, software, network and application problems;
• Loging and tracking incidents in a ticket management system, ensuring that all issues are documented and tracked until resolved;
• If necessary, escalating complex or unresolved issues to the higher level of support.
• Following-up with users to ensure their satisfaction and complete problem resolution;
• Assisting users in the use of computer systems and software, as well as in the independent resolution of recurring problems;
• Participating in technical documentation.

• You hold a Bachelor (minimum) and ideally two years of professional experience
• You already worked in a demanding environment
• You have technical skills such as : Windows, Microsoft Office, Active Directory, Citrix, Windows 10, Firefox, Microsoft Outlook, ITIL, EPSD, Internet Explorer, ServiceNow, Microsoft Teams, Microsoft Office 2016, Jabber IM, Microsoft Office 365
• You are recognised for your good communication with different stakeholders but also for your priority management;
• You speak fluent English. French or another language(s) will be a plus.
• A certification such as ITIL V4 would be a great asset for your application.