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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.)
