Your future team
As a Senior Support Analyst within the Service Desk team, you will play a key role in delivering high-quality Level 1 support and ensuring smooth operations.
You will serve as a trusted relay between users, Level 1 agents, and higher-tier teams, helping drive service excellence.
Your next challenge
- Handling Level 1 incidents and service requests via ServiceNow, ensuring timely and accurate resolution.
- Escalating tickets appropriately to Level 2/3 or specialized teams and ensuring proper follow-up.
- Providing additional oversight on complex or recurring issues, ensuring they are addressed proactively.
- Supporting internal knowledge sharing and documentation of procedures.
- Monitoring open tickets and helping prioritize urgent requests based on impact.
- Serving as a reliable reference for other team members when guidance is needed.
- Ensuring adherence to SLAs, ITIL best practices, and internal security/compliance policies.
- Participate to ad-hoc projects
- Write processes and user guidelines
Your skills
- 2 to 3 years of experience in Level 1 IT support, ideally in a corporate environment.
- Solid command of ServiceNow or similar ITSM platforms.
- Strong knowledge of Windows 10/11, Office 365, Teams, Active Directory, iOS and Intune.
- ITIL knowledges (certification would be an added value)
- Comfortable handling pressure situations such as major incidents or escalations.
- Excellent organizational and interpersonal skills.
- Client-oriented mindset, with clear and effective communication.
- Fluent English and French
We want to hear from you ! Join us and you will...
- Develop your competencies with a tailor-made training plan
- Work with recognized experts and be part of a dynamic team delivering cutting-edge solutions to our clients
- Team up with dynamic and energetic professionals within a challenging and knowledge-sharing environment
What impact will you make?
Every day, your work will make an impact that matters, while you thrive in a dynamic culture of inclusion, collaboration and high performance. Deloitte is where you will find unrivalled opportunities to succeed and realize your full potential.
Get to know more about Deloitte; Facebook page, LinkedIn page or website.
With more than 150 partners and 2,600 employees, Deloitte Luxembourg is one of the Grand Duchy's largest, strongest and oldest professional services firms. For 70 years, our talented teams have been serving clients in various industries delivering high added-value offerings to national and international clients in audit and assurance, consulting, financial advisory, risk advisory, tax, and related services. Deloitte Luxembourg is part of the global Deloitte network.
Join us in enabling a diverse and inclusive environment for all!
Diversity and inclusion bring great value to our profession and community, and build our ability to deliver truly differentiated solutions and experiences to our clients. Deloitte is committed to creating and supporting a culture of inclusion that empowers all of our people to be at their best on both a personal and professional level.
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