Service Desk Agent

A positive future for all – that’s what we at Sopra Steria work towards. With over 56.000 colleagues in 30 countries, we are Europe’s leading digital solutions provider. We believe it’s not only technology that powers transformation. It’s people who are at the core of change. That’s why it’s people that are at the heart of everything we do, excelling both independently and in team.

The world is how we shape it. Let’s shape it together.

As IT services must serve the business needs, which means they require the oversight and delivery IT services managers can provide. Fluent communication with stakeholders to ensure alignment on business objectives as well as fluency in tools like ServiceNow, 4Me or BMC Remedy will support the role. Our experts are familiar with frameworks like ITIL, ensuring service quality, incident management, and process optimisation. The role’s key responsibilities include the effective management of service desks, and the implementation of continuous improvement strategies. IT Services management is about using problem-solving skills to maintain high standards, so the IT Services are never out of step with the business goals.

As an IT Service Desk Agent you have both the long and broad views to ensure IT systems produce positive outcomes, perform well, and are cost-efficient for all stakeholders. With an eye on innovation, you’ll resolve technical issues, optimise performance, and implement the appropriate solutions. You’ll use your strong communication skills and collaborative mindset to improve systems with feedback from other users. Digital transformation is a dynamic field, so systems and data management skills are a must. If you are committed to continuous learning and applying that knowledge to make informed, data-driven decisions, you’ll excel in this role at Sopra Steria.

We’re seeking passionate colleagues who are eager to push the boundaries in digital transformation and technology consulting. At Sopra Steria, you’ll have the opportunity to grow your skills in a constructive, collaborative team environment, working on impactful projects that drive change for our clients.

If you thrive on challenge and meet (most of) the qualifications below, we look forward to your application!

• Type of employment: Onsite
• Location: Luxembourg
• Contract hours: 40 hours
• Contract type: Permanent
• Education: Degree in computer science or a relevant equivalent experience
• Experience: 1-2 years, junior
• Languages: English, French, Luxembourgish and German required

You have knowledge and experience of the following:

• An ITIL qualification is preferable but not essential;
• A knowledge in the following domain would be considered as an asset (level 1): Windows & Linux Environment ( Active Directory, SCCM, …), Citrix Xen App (reset profile, kill session, …), VMware basic understanding, MS Office (Marco, VB), Veeam or other backup tools, Network understanding (VLAN, DNS, …),
• Excellent communication skills / Excellent organisational skills,
• Team player,
• First IT Service Desk and/or Call Center experience is considered as an asset,
• Basic User & Security Group Active Directory administration,
• Knowledge in Operating systems for Servers and workstation (Windows, Linux),
• Experience with using and troubleshooting Exchange within a network environment (permissions, calendar sharing, delegation),
• On-site support occasionally for end user support,
• Laptop and mobile basic setup,
• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service,
• You are able to work in shifts (7AM – 19PM) and duty (24/7),
• Must have a driving licence.

As a member of one of Europe’s largest digital solutions providers, you’ll benefit from extensive career development opportunities, both local and international. At the Sopra Steria Academy, you’ll be part of a dynamic network of 56,000 professionals at all stages of their careers. With a wide array of offices to explore, you can find your ideal location and take the next step in your career.

We offer a generous employee benefits package that includes:

• Access to our Sopra Steria training and personal development academy
• A company car lease or mobility budget
• A company laptop and phone
• Private health insurance coverage
• Meal vouchers
• Social security and pension plan
• A competitive salary
• 26 holiday days

Sopra Steria is implementing the tools of the future today at the world’s largest businesses across industry and financial services. By being bold together, our professionals are changing how business is done.

Ready to take the next step? We’re here to support you all the way and we are looking forward to you application! Pending a successful application, we’ll be in touch with further steps in the application process.

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Sopra Steria is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, ancestry, nationality, color, family or medical leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, gender (including pregnancy), sexual orientation or any other characteristic protected by applicable local laws, regulations and ordinances. We foster a work environment that is inclusive and respectful of all differences.