IT Service Desk Lead (m/f/d)

For one of our clients, an international company in the patent business, we are looking for a IT Service Desk Lead (m/f/d) in Luxemburg.

Your tasks:

  • Be responsible for the global Service Desk L1;
  • Be the Single Point of Contact for all end users’ requests and coordination;
  • Liaise with external service providers and internal remote teams;
  • Support and improve deployment of new ticketing system;
  • Act as Microsoft Specialist (WIN 10, Teams, o365);
  • Understand network concepts, offer remote support and hardware failure diagnosis;
  • Administrate the Active Directory in compliance with company applications;
  • Be involved in projects from the beginning, i.e. expansion projects, project budgets, supplier contact in Service Desk area;
  • Provide support to internal and external customers for clarification of technical matters;
  • Implement effective onboarding/off boarding and transfer procedures;
  • Continuously provide input to the Global Head of IT Service Delivery to improve systems and services;
  • Ensure full adherence to existing policies (CoBIT, ITIL, Security and other IT related policies);
  • Be responsible for maturity improvement and adherence of all IT service management processes, including Change and Incident Management;
  • Act as a Change Manager for the technical part (review of changes, validation prior to CAB submission);
  • Provide regular reports on tickets resolutions and run operational reviews meetings;
  • Be responsible for contractors working on short and long-term mission;
  • Be responsible for supplier and vendor coordination;
  • Work in virtualized organizations with international colleagues and end users.

Your profile:

  • 3 to 5 years of experience as an IT Service Desk Lead (or similar position);
  • At least 5 years of experience in Microsoft Administration;
  • Excellent ITIL understanding and experience;
  • Excellent Microsoft Knowledge;
  • Customer-focused attitude, with high level of professionalism and discretion;
  • Proactive, autonomous, motivated and well organized with the ability to respect deadlines and working hours;
  • Ability to understand all stakeholders in the service delivery process;
  • Be very process oriented with skills in documentation and workflows;
  • Have and show sound analytical skills, innovative mind, coordination & priority setting facility, problem solving, project & time management, critical task/tactical related decision making, vendor relation skills and diplomatic skills as well as the ability to provide practical conclusions;
  • Stay up to date with state-of-the-art technologies and be open to them;
  • Good team player, being able to work in a global team which extends beyond home location and practically functions as a virtual team, with a positive attitude in a challenging environment;
  • Strong written and oral communication skills in English; German or French are an asset.

Our client offers:

  • Develop and customize your long-time career within a fast-growing multinational company;
  • Enjoy working in multicultural teams and contribute to a diverse and international working environment;
  • Join a fast growing IT team on-boarding latest technologies and play a role in choosing the technologies;
  • Organize your lifestyle with flexible working hours;
  • Take the opportunity to act independently and entrepreneurial in your area of responsibility and profit from flat hierarchies and short decision-making processes;
  • Celebrate success together as one team at various corporate events;
  • Attend a tailor-made onboarding program as well as individual training & development opportunities;
  • Contribute through your personality and your daily work to make an impact on business, corporate culture, society and environment.