The IT Field support agent together with his colleagues will deliver support by phone or directly to the customer’s desk at the location in Brussels and Luxembourg. The majority of the requests are related to front-end systems such as desktops, laptops, fixed and mobile phones and applications. Requests relating to back-end systems such as servers and networking will be serviced from the IT teams across the Globe and assistance on-site for these teams is regularly needed, therefore strong verbal and written English is a requirement. This position is primarily focused on customer satisfaction therefore a service oriented attitude, excellent verbal and written skills and focus on quality of work is required when working under all circumstances. Finally flexibility and understanding for urgencies and conflicting priorities is needed. Roles and objectives: High level of customer satisfaction; Ensure adequate IT support is accessible for end user platforms; Communicate and apply group policies and processes; Improve user’s satisfaction by following and proposing improvements to any kind of systems, policies, processes, work instructions; Apply information system security rules (rights, password changes, Group security recommendations); Adherence and adoption of IT Group Standards; Maintain proper inventory of assets (hardware and software licenses); Ensure availability of support (in shifts) during business hours (08:15 – 19:30); Participate in On-call Duty outside business hours.
Corporate / management
Luxembourg , Luxembourg