Falkerin™ Recruitment specializes in Legal & Compliance, Accountancy & Finance as well as Banking and Operational Services recruitment. We are also often mandated to assist in recruiting for Business Support roles such as HR, Personal Assistant, Receptionist or Administrative Officer positions. We work with leading financial institutions in Luxembourg. Our clients’ portfolio include major Service Providers, leading Fiduciaries, Management Companies, Real Estate Investments and global Private Equity Houses.

Please see below job description and if you believe you have relevant experience and would like to be considered for the post please send us your CV in English by clicking on the below APPLY button.

Alternatively you can send us your profile to supportjobs@falkerin.lu. Please make sure to include job Reference#.

Responsibilities:

• Service Delivery
• Responsible for day to day systems and services delivered to the Luxembourg office.
• Defines client needs by listening actively to their requirements and providing basic solutions or escalating clear requirements as appropriate
• Provides first and second line IT infrastructure support to all Directors and employees of the company and, where applicable, to clients, ensuring that all requests for support are logged and dealt with according to set standards and procedures
• Ensures that support issues are escalated to senior IT personnel as and when necessary
• Provides and updates document support for Word, Excel, PowerPoint and other IT related software
• Takes responsibility for the preparation and upkeep of all helpdesk related documentation
• Infrastructure
• As delegated, provide hardware support and maintenance for all printers, PCs and fax machines
• Maintains basic helpdesk software as instructed and as relevant
• Supports the delivery of all telephony, ensuring new handsets are provided to new staff and that systems are updated as and when necessary
• As delegated sets up new user accounts and manages user administration for systems
• Updates the intranet and website as and when relevant and/or directed by others
• People Management
• Works closely with all members of the IT team to maintain a strong and cohesive team
• Deals with suppliers and contractors as and when delegated
• Takes responsibility for own personal development in line with agreed performance objectives
• Business Management
• Takes responsibility for monitoring support calls and identifying ‘hot spots’ in relation to IT systems and infrastructure, reporting these to the IT Operations Manager, when relevant
• Generally supports the IT team in all tasks and responsibilities where possible
• Takes responsibility for own development and identifies training needs if necessary
• IT Training
• Supports the training of new staff on IT systems and, where necessary, on new systems and software as directed
• Supports the organization of IT related training for staff, through third party IT training providers or in-house training sessions, and manages the administration of such training and costs

Requirements:

• Sound academic background
• IT Qualification considered an asset or willingness to study towards such qualifications
• Previous Experience in Level Two Helpdesk services
• Good understanding of Microsoft Windows and Microsoft Office
• A basic understanding of the local finance industry and regulatory requirement in which we operate
• Excellent written and verbal English
• A high level of accuracy with good attention to detail
• Good time management and the ability to prioritize workloads
• Organizational skills and the ability to manage conflicting and demanding deadlines
• Clear telephone manner
• Integrity, flexibility, discreet and tactful
• Team player with Can do’ attitude
• Appropriate office conduct and attitude to work
• Strong commitment to client service excellence
• Proactive and disciplined approach to work
• Progressive and takes responsibility for development of self and others
• Results driven and demonstrates drive
• Competence in carrying