Tess Luxembourg - Service Delivery Technician

Working in the Employee Platforms (EP) Luxembourg Technology team you'll play a key role in supporting the end user technology and infrastructure environment for the location. You will collaborate with peers across the region where your initiative, innovation mindset and creative problem-solving will drive first class technology delivery. In addition to valuable on-the-job experience, you'll receive coaching, mentorship, and a host of other development opportunities to advance your career at the firm and beyond.

Job responsibilities

• Adhere to EP Service Delivery and Technology Policies, Standards and Procedures to deliver high end users quality of service and to keep secure IT environment.
• Focus on meeting SLA across Incident, Problem, Change & Request Management processes, timely escalating to the Technology Leads and service owners if needed.
• Provide high quality support to the clients with professionalism and good communication, own the problems and educate the clients promoting self-service tools. "Obsess about the customer”
• Assist Technology Leads in improving productivity resulting in increased cost effectiveness and value.
• Genuine interest in continuous feedback, learning, and growth opportunities
• Effective collaboration and communication to achieve common goals and maintain a company standard of excellence
• Partners with all peers in the EMEA region for troubleshooting and for delivering cross location initiatives.
• Ensure all tech asset inventories are always up to date and reconciled.

Required qualifications, capabilities, and skills

• Minimum 1 year of experience in IT support domain including Desktop support, managing end user services
• Proficient in both spoken and written English.
• Ability to work in a multi-task environment, managing interruptions and prioritization
• Strong client focus - ability to operate at prime customer contact level typically at operational level
• Ability to identify problems, troubleshoot, and deliver strategic solutions to clients
• Proficiency in one or more of the following: Microsoft Office, VPN, Virtual Machines, Remote Connectivity products, Security
• Advanced knowledge in infrastructure projects, operations systems, and data analytics
• Good knowledge of Windows OS with the ability to carry out root cause analysis
• Ability to successfully promote technology self-service culture and tools to the clients
• Mobile devices management and configuration