help desk specialist — level 1 (m/f/d).

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.

We are currently looking for :

An Help Desk Specialist — Level 1 (M/F/D)

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.

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.

·       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).

·       English and French: mandatory (professional level) ; Italian: considered a plus.

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.

·       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.

Randstad attaches great importance to equal opportunities. We recruit candidates on the basis of their skills, regardless of their age, sexual orientation, nationality, religious beliefs, gender, disability, etc.

Ready to take up this new challenge? Do not hesitate to apply for this vacancy. We look forward to meeting you!