Location: Luxembourg
Company: A&O Shearman
Job Description/Overview:
We are seeking an IT Service Desk Officer responsible for providing operational first and second line IT support to partners and internal staff. The role includes logging, troubleshooting, and resolving incidents at the first point of contact or passing incidents to appropriate teams.
Key Responsibilities:
Serve as the primary contact for customers contacting the service desk via phone, email, or self-service portal.
Ensure timely resolution of incidents, achieving 1st and 2nd line resolutions within agreed SLAs.
Maintain knowledge of incident resolution across all areas of IT Support.
Log, assign, track, and respond to incidents and requests in a timely manner.
Support users with technical IT issues related to software, hardware, and networking.
Configure and deploy new laptops and mobile phones; install new software and hardware.
Participate in local and global IT projects and collaborate with related departments.
Qualifications:
High school diploma with IT or technical qualification.
At least 3 years of experience in a customer-facing role within an IT Support/Service Desk environment.
Professional proficiency in English and French (oral and written).
Knowledge of Windows OS and Microsoft Office 365 products (Azure Cloud).
Familiarity with ITIL Foundation is desirable.
Microsoft Azure Fundamentals Certification (AZ-900) is a plus.
Experience:
Strong customer service orientation and excellent interpersonal skills.
Ability to communicate technical instructions in a non-technical way.
Strong problem-solving and analytical skills.
Skills:
Self-motivated with the ability to prioritize and manage workload effectively.
Knowledge of IT best practices and industry trends.
Strong organizational skills and attention to detail.
How to Apply:
link
Additional Information:
This position offers exceptional opportunities to work with leading businesses and contribute to important deals and disputes in a dynamic environment.
Who can Apply:
Candidates with relevant experience and qualifications are encouraged to apply.
Email:GlobalOGC@aoshearman.com
Job Link
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