End User Support ENG GER

Description de la mission

End User Support ( ENG/GER)
Hays Luxembourg is seeking a proactive and technically skilled IT Support Specialist to join our client’s internal End User Services team.
This role involves delivering high-quality first and second-level support to employees, ensuring smooth operation of IT services, and contributing to continuous service improvement.
Candidates must demonstrate strong communication abilities in English and German, as the person will be single point of contact for upcoming requests.
Key Responsibilities
Deliver responsive and effective Level 1 and Level 2 support to internal users across various platforms and devices.
Perform daily operational tasks with accuracy and timeliness, adhering to internal service standards.
Support the full user lifecycle, including onboarding, equipment provisioning, and decommissioning:
Windows and macOS desktops/laptops
iOS mobile devices
Application deployment and updates
Enterprise printing solutions
ITSM platforms such as ServiceNow
Monitor and manage service requests, incidents, and changes, ensuring proper documentation and escalation when needed.
Create and maintain internal knowledge base articles to support self-service and team learning.
Collaborate with global and local IT teams, including infrastructure, cybersecurity, and application support units.
Track and report on key performance indicators to drive service excellence.
Stay informed about emerging technologies and recommend improvements to enhance user experience.
Gather user feedback to identify pain points and suggest enhancements to IT services.
Participate in team meetings, provide updates, and take ownership of assigned action items.
Required Skills & Experience
3-5 years of experience in IT support roles within large, structured environments.
Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
Experience in financial services or regulated industries is advantageous.
Must have: Fluent in English and German, with excellent verbal and written communication skills.
Technical Proficiency
Strong knowledge of Microsoft Windows, Office 365, and Azure environments.
Hands-on experience with mobile device management and remote support tools.
Familiarity with ServiceNow or similar ITSM platforms.
Understanding of Active Directory, Azure AD, and basic networking concepts ( not mandatory, can be a plus)
Exposure to ITIL practices and Agile methodologies is a plus.
Description société
Hays plc est l’un des principaux groupes mondiaux de recrutement de professionnels. Hays est l’expert du recrutement de personnes qualifiées, professionnelles et compétentes dans le monde entier. Hays est le leader du marché au Royaume-Uni et en Asie-Pacifique et également l’un des leaders du marché en Europe continentale et en Amérique latine. Hays intervient pour le compte de milliers d’entreprises des secteurs privé et public, sur des postes en CDI, CDD, Travail Temporaire et Contracting.

Hays France & Luxembourg compte aujourd’hui plus de 650 salariés répartis au sein de 22 bureaux (Aix-en-Provence, Amiens, Biarritz, Bordeaux, Clermont-Ferrand, Dijon, Grenoble, La Rochelle, Lille, Lyon, Montpellier, Nancy, Nantes, Nice, Paris, Reims, Rennes, Rouen, Strasbourg, Toulouse, Tours et au Luxembourg) couvrant 25 secteurs d’activité.
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