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Service Desk Analyst - TME in Luxembourg City at Tokio Marine HCC

Date Posted: 10/2/2018

Job Snapshot

Job Description


TMHCC have set up a new company branch called TME which will reside in Luxembourg. There will be circa 15 company staff resident at this office as well as regular other company staff visiting the office for meetings. This role will have primary responsibility for all technology within this office utilising the UK Infrastructure second and third line support teams as required. The role will report to the Service Desk lead in London. Initially the focus will be on getting the Luxembourg IT support bedded in and effective, over time the role will be expected to offer support to the wider TMHCC Service Desk team. Cover for the role will be provided by the London team for pre arranged holidays. 

Job Purpose

To answer and resolve 1st/2nd line Service Desk issues and general system administration duties providing a high standard of customer service to all staff at all levels.


Key Responsibilities

  • Respond to customer requests for IT services (including incidents, queries, and service requests) in a timely, polite, and efficient fashion, adhering to the defined SLAs.
  • Log all calls in the Service Desk Call Logging system (FootPrints) and manage incidents and requests throughout the incident lifecycle.
  • Maintain accurate and up-to-date Service Desk records.
  • Perform system administration duties in a Windows Active Directory environment (Creating user accounts, reset passwords, create groups etc.)
  • Perform all client software installation and support.
  • Perform new and refurbished desktop, laptop, Wyse terminals and printer configurations and installations.
  • Perform network troubleshooting to isolate and diagnose common network problems.
  • Provide new user orientation.
  • Build strong, positive relationships with users to enhance the level of service provided
  • Support remote users in accessing corporate resources.
  • Maintain conference room and training room PCs.
  • Support/visit remote offices around Europe.


Job Requirements


  • In-depth knowledge of Windows 7 (and Windows 10 desktop operating systems would be very useful)
  • Good knowledge of Active Directory.
  • Knowledge of full MS Office 2010 Professional Suite and MS Office 365
  • Knowledge of iPhone/Samsung devices & software.
  • Experience with Dell hardware.
  • Hardware configuration experience.
  • Strong printer problem resolution skills.
  • Good knowledge of SCCM (image build, remote support, software install)
  • Good knowledge of general network infrastructure issues and resolution, including switches and Ethernet.
  • Good knowledge of remote access methods and applications including Citrix and VMWare View.
  • Fluent French & English

Soft Skills

  • Excellent customer service and telephone skills.
  • Good verbal and written communications skills.
  • Strong problem solving skills.


  • Knowledge of Enterprise Vault and MS Skype 2016.
  • Knowledge of BMC/Numara Footprints Service Desk system.
  • Additional European language (German, Italian, Spanish would be an advantage).

Candidates must be able to work shifts: (8am to 5pm / 9am – 6pm)– on occasions out of hours work may also be required.