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.

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.
• Exposure to ITIL practices and Agile methodologies is a plus.