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IT Helpdesk Level 1 M/F
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Computer/IT Services


IT & Infrastructure



Location: Luxembourg

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Hiring Manager

Job Description
  • Receiving calls and emails, first-line customer liaison: service desk agent, incident and request agent
  • Recording incidents and requests in the Service Management Tool. Logging all relevant incidents/service request details allocating categorization and prioritization codes.
  • Making an initial assessment and diagnose of incidents and service requests, and attempting to resolve them
  • Escalating incidents or services requests that cannot resolve/fulfill to other support agents in the same support group or to different support groups
  • Record and update information in knowledge database
  • Monitoring progress of incident resolution relative to the appropriate SLA
  • Keeping customers informed on incident status and progress
  • Managing the incident life-cycle, including closure and verification
  • Closing incidents and confirmation with the customer
Skills & Requirements
  • You have minimum 2 years of experience in a similar position (Service Desk Operator)
  • You have a strong knowledge on all of the MS Office applications.
  • You are both fluent in French and English (mandatory)
About the company

Sword Technologies Luxembourg is a large European company employing around one hundred consultants. Our employees work mainly for large Luxembourgish and European clients.

On the human level, we promote a friendly atmosphere allowing us to share more than work: this results in corporate events such as multicultural lunches, entity meetings, close and regular managerial follow-up which fully contributes to maintaining a positive working atmosphere.

Our specialty is the implementation of tailor-made solutions, and more particularly the automation of processes making it possible to extract information from the raw data present in computer systems.

We are specialized in 6 main areas: Business Intelligence (datawarehouse - reporting), Desktop Publishing (DMS, desktop publishing), Web Content Management System (WCMS), specialized development (Microsoft .NET, Java JEE), IT Helpdesk services and finally the management of IT infrastructures.

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