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Service Desk Agent (m/f/d)

Contract
Luxembourg, Luxembourg
06.08.2026
We are looking for a Junior and Senior First-level IT technical support to join our client, an EU Institution in Luxembourg.

Responsibilities
  • Providing initial support or guidance, solving straightforward/routine incidents (including basic troubleshooting, gathering relevant information) and providing the requested service to users.
  • Providing services related to network patching both on the location of the equipment and in the technical rooms.
  • Supporting in Microsoft 365 platform (Teams, SharePoint, One Drive, Planner, To do, etc).
  • Mobile devices management (e.g., register/unregister devices/ checking status in the mobile devices management platform, opening/closing mobile telephone lines, managing changes on user line profiles, etc.).
  • Troubleshooting remote access connections (e.g., by checking the connection status in the management consoles, etc.).
  • Support to users for downloading signing certificates.
  • Support to users for OTP registrations.
  • Support for file sharing (mapping, restoring files, general information on the drives purpose).
  • Delete all data for key IT assets like PCs, servers, phones/smartphones, external storage, etc. in compliance with the internal rules and guidelines.
  • Identify what software is installed on which computer and to which user it is assigned.
  • Scanning the barcodes of all IT assets once yearly for the whole duration of the contract (e.g. laptops, desktops, servers, network switches, printers, MFDs, phones, videoconferencing equipment etc.).
  • Monitoring the quantities of IT items in the stocks (e.g. available PCs, screens, ‘mouses’, power supply, printers, etc.) and proactively inform the client if there is a risk of possible shortages (e.g. the number of PCs is/will be insufficient in the short/medium term).
  • Responsible for unboxing (including sorting the waste separating by type of material), barcode inventory labelling, inventory number and serial number scanning and transfer to the appropriate IT stock.
  • Videoconferencing / hybrid meetings and WEB-streaming support.

Requirements
  • Good knowledge of English and French.
  • Over 2 years of working experience with Service Now platform for juniors
  • Over 5 years of working experience with Service Now platform for seniors
  • Good knowledge of the operating system Microsoft Windows 10 and 11.
  • Good knowledge of the Microsoft 365 platform (Teams, SharePoint, One Drive, Planner).
  • Good knowledge of the Active Directory standard management (e.g., add/remove users to Active Directory groups, password reset, etc.)
  • Good knowledge of WipeDrive and Webex.

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