Help Desk Specialist — Level 1
Location: Luxembourg
Job Type: Full-Time
Experience Level: Mid Junior/Senior (1–4 years)
Are you an IT professional with hands-on experience in technical support and help
desk? Do you love solving technical problems and helping users in banking/financial
environments? Join our team to support a major banking client in Luxembourg!
Are you a recent graduate eager to grow in a dynamic environment? Start your
career on real projects that keep a bank running every day—while you develop
practical skills across core systems and the workplace stack.
Educational Requirements:
Technical high school diploma or bachelor’s degree in Computer Science,
Engineering, or related field.
Bachelor’s or master’s degree in Economics, Finance, Engineering, or similar.
Role Overview:
As a Level‑1 Help Desk Specialist, you will be the first point of contact for internal
bank users. You will operate in a dynamic environment, providing assistance on
core‑banking systems (Olympic, Wize, Galaxy) and the corporate IT workplace. The
role requires strong communication skills, a methodical approach to troubleshooting,
and the ability to work effectively under pressure.
Under the guidance of the Team Lead, you will collaborate closely with IT Service
and Application teams to ensure timely, high‑quality support.
Key Responsibilities:
Handle level‑1 requests and incidents via phone, portal, email, and chat.
Perform troubleshooting on Windows 10/11, Microsoft 365/Outlook, and Active
Directory (reset/unlock, groups).
Provide basic functional support on core‑banking systems (e.g. Olympic,
Wize, Galaxy).
Execute ticket triage and routing with proper categorization and prioritization.
Collect logs, screenshots, and technical notes for clear escalation to L2/L3.
Keep users informed about ticket status and next steps until resolution.
Contribute to the Knowledge Base (how‑tos, FAQs) and continuous process
improvements.
Analyze and understand business processes when needed (AS‑IS/TO‑BE),
documenting workflows.
Technical Skills:
Solid command of Windows 10/11, Active Directory, and Microsoft
365/Outlook.
Hands‑on experience with ITSM tools (ServiceNow, Jira Service
Management, GLPI, OTRS, or Remedy).
Basic networking (IP, DNS, proxy), VPN/MFA, and printing troubleshooting.
Basic knowledge of key financial instruments (currencies, bonds, equities,
funds, ETFs).
Preferred (Nice‑to‑Have) Technical Skills:
Familiarity with core‑banking systems (Olympic) and Wize/Galaxy or
equivalent applications.
ITIL® Foundation or practical understanding of Incident, Request, Knowledge,
Problem, and Change.
Remote support tools (RDP, Quick Assist, TeamViewer).
Basic SQL and application log reading.
Experience with MFA/SSO and digital identity management.
Familiarity with BI tools (Power BI, Tableau) for analysis and reporting.
Additional Requirements:
Excellent communication with non‑technical users.
Service orientation and prioritization in a dynamic environment.
Ability to work effectively under pressure and respect SLAs.
Methodical problem‑solving and strong attention to detail.
Flexibility and adaptability in a regulated banking environment.
Continuous learning mindset for new technologies and procedures.
Language Requirements:
English and French: mandatory (professional level).
Italian: considered a plus.
What We Offer:
On‑site work environment at a major banking client in Luxembourg.
Collaboration with specialized IT teams in an international financial context.
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