Job Description
Job DescriptionLandewyck, a heritage tobacco manufacturer with over 175 years of history, is evolving. With the changing times, we have embarked on an innovative journey to develop Next Generation Products that meet the diverse needs of consumers worldwide.We are looking for a Service Desk Team Leader to coordinate three activities :Your responsibility :Provide 1st level supportSet-up and registration of IT materialCollaborating with other IT teams to resolve complex issuesWhen necessary, escalate incidents to second-level support teamsFollow up major incidents, ensure an appropriate communication plan is in placePrioritize 1st level tickets, delegate tasks and set deadlinesEnsure the quality of services provided by the teamMonitor respect of SLA and report on metricsCreate and maintain accurate knowledgebase documentationParticipating in the development and implementation of IT policies and proceduresProviding training and support to end-users on the use of hardware and softwareKeeping up to date with the latest developments in IT and cybersecurityYour Skills :Sense of priorityPragmatic/Transcription: translate technical language into customer-orientated languageAble to analyse and make report and provide solutionsCommunicationCuriousIntegrityFostering teamworkYour Profile :Diploma: CATP/DUG in informaticsAt least 10 years experience in a similar positionStrong customer service orientationBe able to work under minimum supervisionHave excellent analytical, problem solving and resource-management skillsKnowledge of ITIL, incident, problem and change managementExperience on Office 365 supportExperience on managing an ITSM ideally GLPIFluent in English, French or German will be considered as an assetOur offer :A permanent contract, 40 hours per week (full time)Flexible working hours from Monday to FridayOngoing trainingCompany restaurant and lunch vouchersFree parkingPlace of work: Fridhaff/ Erpeldange-sur-SûreJobs.lu
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