Cebi International S.A., the mother company of the group based on the same premises as Cebi Luxembourg S.A., is currently looking for a Service Desk Officer for its IT department.
our Mission:
The Service Desk Officer will play a crucial role in supporting our global workforce by providing high-quality Level 1 and Level 2 IT support. The Service Desk Officer will be responsible for ensuring seamless IT operations, managing Service Desk tools and providing first-class support to end-users in Cebi's subsidiaries.
Your Responsabilities:
- First and Second-Line Support: act as the primary contact for users experiencing IT-related issues (hardware, software, network), via ticket, phone, email, or in-person. Achieve the level 1 and 2 support of the Cebi subsidiaries.
- Incident Management: record and manage all incidents and service requests in Remedy ITSM, ensuring timely and accurate documentation.
- Troubleshooting: diagnose and resolve technical issues related to laptop/desktop systems (Provide the email support for the end-users), mobile devices management, printers, networks, and software applications.
- Escalation: escalate complex issues to the appropriate technical teams (third-line support) when necessary.
- Active Directory Management: provide Microsoft Windows Active Directory basic administration and support. Support user onboarding and offboarding processes, including account creation, permissions.
- Provide Microsoft file and print servers’ basic administration and support.
- Monitoring: monitor system performance, network connectivity, and security alerts, taking immediate action when required.
- Install Move Add & Change (IMAC): provide basic hardware support and achieve the installation and management of endpoint devices with our deployment tool. Manage the endpoint deployment tool.
- Documentation: maintain detailed records of IT issues and resolutions to ensure knowledge sharing within the team. Create and maintain documentation and reporting.
- Training: provide users with training and support for common IT tools and applications.
Your Profile:
- Education: Bachelor’s degree in Computer Science or equivalent.
- Experience: Minimum of 3 years of professional experience as an IT Service Desk Officer.
- Certifications: ITIL certification or an equivalent IT certification; Microsoft Certified: Azure Fundamentals is an asset; MS-900: Microsoft 365 Fundamentals is an asset.
- Technical Skills: Familiarity with Microsoft Servers, Active Directory, Microsoft Exchange, and ITSM systems. Knowledge of Microsoft 365 environment, networking, TCP/IP, and security is beneficial. Understanding of endpoint deployment tools is an asset.
- Professional Skills:
- Strong business-oriented mindset with a focus on value-added services.
- Excellent communication and interpersonal skills, with the ability to work under pressure and solve problems effectively.
- Adaptable, solution-oriented, and eager to embrace new technologies.
- Enthusiastic team player in a cross-disciplinary environment with strong written and verbal communication skills.
- Languages: Fluent in French and English (spoken and written). Basic level in Spanish or Italian is an asset.
Why You Join Us ?
- International Environment: Work with a diverse team in a dynamic and fast-paced environment.
- Shared Goals and Success: The team's spirit is reinforced when everyone understands that success is a shared responsibility. Recognizing achievements, both big and small, motivates the team to continue performing at a high level.
- Work-Life Balance: Flexible working hours and the possibility of remote work when applicable.
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