Expert in IT comfort

The IT Service Desk Analyst will provide first line for technical support to our customer. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of customer’s issue, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.


  • Act as a single point of contact for phone calls and emails from customers regarding IT issues and queries
  • Receiving, logging and managing calls from customers
  • 1st line support – troubleshooting of IT related issues
  • To Escalate unresolved calls to the 2nd line support or 3rd party
  • To follow up calls in the Service Desk Call Logging systems
  • To Take ownership of user issues and follow up the status on behalf of the user and communicate progress in a timely manner
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • To Provide basic in-house training in your domain expertise
  • Ensure the communication related to maintenance operation
  • Active participation to the test/qualification phase for new service
  • Writing / Updating procedure
  • To Contribute to the knowledge base

Your Profile:

  • An ITIL qualification is an asset
  • Strong communications skills (oral/written) to interact effectively and professionally with both internal and external customers
  • Ability to work in an international/multicultural environment
  • Ability to work both independently and with other team members
  • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
  • Excellent multi-tasking and organizational skills
  • A knowledge in the following domain would be considered as an asset (level 1)
  • ITSM Tools (SMT, BMC Atrium, Patrol, Proactive Net …)
  • Oracle database
  • WebLogic
  • ColdFusion
  • BI
  • Operating system (Unix, windows)
  • Network understanding (VLAN, DNS, …)
  • Data Centre activities

 Your knowledge/experience:

  • French and English knowledge are mandatory (speaking & writing)
  • Demonstrated ability to meet deadlines
  • Team player
  • First IT Service Desk/IT Support experience (dispatching, troubleshooting)

Other requirements:EU citizenship

Location: Luxembourg

Start : ASAP

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ABAKUS it-solutions is a company where a bit of madness and serious are not incompatible ! Join-us !

and help us providing the IT comfort our customers deserve!

To apply for this job please visit the following URL: https://my.abakusitsolutions.eu/fr_BE/jobs/apply/service-desk-agent-400 →