Permanent contract | Belval

Are you passionate about research? So are we! Come and join us

The Luxembourg Institute of Science and Technology (LIST) is a Research and Technology Organization (RTO) active in the fields of materials, environment and IT. By transforming scientific knowledge into technologies, smart data and tools, LIST empowers citizens in their choices, public authorities in their decisions and businesses in their strategies.

Do you want to know more about LIST? Check our website: https://www.list.lu/

https://www.list.lu/en/institute/who-we-are/

How will you contribute?

Within a service desk, the IT Service Desk expert serves as the first point of contact for users facing technical issues. This role is crucial in delivering fast and effective support, ensuring that all employees can work under optimal conditions.

In addition to troubleshooting incidents and responding to user requests, the IT Service Desk Expert is actively involved in the deployment of systems and IT equipment required for the company's operations. He is also responsible for the preparation and configuration of meeting rooms, ensuring seamless conditions for professional interactions.

This position, combining responsiveness, versatility, and a strong sense of service, is vital for maintaining a high-performing technological environment and ensuring business continuity.

You will be mainly in charge of:

• Provide Level 1 support by diagnosing and resolving technical issues encountered by users, across various environments including Windows, macOS, and Linux.
• Manage user requests through a ticketing system, prioritizing tasks and ensuring thorough follow-up until resolution, regardless of the platform concerned.
• Respond to hotline support requests, assisting users remotely with issues related to various equipment (computers, peripherals, etc.).
• Manage the inventory of IT equipment, maintaining an up-to-date record of machines running Windows, macOS, and Linux, as well as mobile devices running iOS and Android.
• Install and configure IT hardware, including workstations, peripherals (printers, scanners, etc.), and network equipment, while considering the diversity of systems in use.
• Perform hardware support interventions, such as replacing components or managing minor repairs, ensuring compatibility with existing environments.
• Deploy and update operating systems, software, and applications on computers, smartphones, and tablets, while adhering to the technical standards of Windows, macOS, Linux, iOS, and Android.
• Oversee meeting rooms, by installing and testing audiovisual equipment compatible with multiple systems.
• Perform regular checks on IT equipment, including desktop computers, laptops, smartphones, and tablets, to ensure proper functionality.
• Document standard operating procedures, considering the specificities of different systems and devices.
• Train and assist users, explaining best practices for using their tools effectively, including mobile devices.
• Contribute to the monitoring of the IT infrastructure, identifying and reporting malfunctions across all systems and equipment managed.

Is Your profile described below? Are you our future colleague? Apply now

Education

• Bac +2 (equivalent to a two-year degree) in IT, or a related field

Experience and skills

• At least 5 years of experience in an IT support role or similar environment, with a strong understanding of incident management and user request tools.
• ITIL Foundation certification to understand best practices in IT service management and ensure high-quality service delivery. Any additional certification or training will be considered a plus.
• Experience with ITSM tools such as ServiceNow or equivalent, for managing tickets and overseeing user requests.
• Proficiency in Windows, macOS, and Linux environments, with the ability to diagnose and resolve technical issues across these systems and adapt to the diversity of systems in use.
• Inventory management skills, including tracking and updating equipment (computers, peripherals, mobile devices running iOS and Android), considering the variety of hardware in use.
• Knowledge of deployment and updating tools for operating systems (Windows, macOS, Linux), as well as common applications and software used in the company, particularly SCCM and Intune for device management and software distribution.
• Experience in hardware infrastructure management, including hardware support and component replacement, with a strong ability to adapt to the different types of equipment in use.
• Strong communication skills to interact effectively with users, both over the phone and through ticket management tools.
• Ability to work under pressure and manage priorities, resolving issues quickly while maintaining a high level of service quality.
• Self-motivation and attention to detail, ensuring proper management of interventions and accurate documentation of procedures and solutions provided.
• Good knowledge of audiovisual equipment and meeting room technologies to support the installation and maintenance of meeting rooms.
• Team player with the ability to work closely with other departments to resolve complex issues or organize IT projects.
• Strong adaptability to the variety of systems and hardware, enabling efficient management of the different tools and technological environments within the company.

Language skills

• Good level both written and spoken English and French

Your LIST benefits

• An organization with a passion for impact and strong RDI partnerships in Luxembourg and Europe that works on responsible and independent research projects
• Sustainable by design, empowering our belief that we play an essential role in paving the way to a green society
• Innovative infrastructures and exceptional labs occupying more than 5,000 square metres, including innovations in all that we do
• An environment encouraging curiosity, innovation and entrepreneurship in all areas
• Personalized learning programme to foster our staff’s soft and technical skills
• Multicultural and international work environment with more than 50 nationalities represented in our workforce
• Diverse and inclusive work environment empowering our people to fulfill their personal and professional ambitions
• Gender-friendly environment with multiple actions to attract, develop and retain women in science
• 32 days’ paid annual leave, 11 public holidays, 13-month salary, statutory health insurance
• Flexible working hours, home working policy and access to lunch vouchers

Apply online

Your application must include:

• A motivation letter oriented towards the position and detailing your experience;
• A detailed CV
• Please apply ONLINE formally through the HR system. Applications by email will not be considered.

Application procedure and conditions

• We kindly request applicants to provide their nationality for statistical purposes only, as part of our commitment to promoting diversity and ensuring equal opportunities in our workforce. This information will be kept confidential and will not be used for any discriminatory purposes.
• LIST is dedicated to maintaining an inclusive work environment and is an equal opportunity employer. We are committed to attracting, hiring, and retaining a diverse workforce. All applicants will be considered for employment without discrimination based on national origin, race, colour, gender, sexual orientation, gender identity, marital status, religion, age, or disability.
• Applications will be continuously reviewed until the position is filled. An assessment committee will thoroughly evaluate applications, adhering to guidelines designed to ensure equal opportunities. The primary criteria for selection will be the alignment of the applicant's existing skills and expertise with the requirements mentioned above.