Junior Service Desk Analyst Job in Luxembourg

Service Desk Analysts have strong customer service skills and use an expert understanding of computer networking principles to troubleshoot issues. They work in the IT department of organizations in a broad range of industries.

However, Luxembourg is the Second-Richest Country in the World in terms of GDP per capita after Qatar. While its diversified economy has long had strong manufacturing and financial sectors, it’s increasingly promoting itself as a technology hub and home to data centers. Skype and Amazon, for example, have their European headquarter in Luxembourg.

This may also have something to do with Luxembourg’s relatively low taxation, which makes it a tax haven for Europe’s wealthiest. The country’s excellent telecommunications infrastructure, economic stability, and access to other European financial centers make investing in Luxembourg an even more exciting option. Last but not least, Luxembourg is very open to foreign investors, offering tax incentives.

What is Service?

Services are economic activities that create value and provide benefits for customers at specific times and places due to bringing about the desired change in – or on behalf of – the service recipient.

A service is any activity or benefit offered to another that is essentially intangible and does not result in the ownership of anything.

What is an Analyst?

The term analyst has many meanings, depending on the situation. However, in all cases, it is a person who analyzes and specializes in analysis.

In business, an analyst is a person who analyzes an organization or business domain and documents its processes, systems, or business. The analyst may also be somebody who assesses a business’ integration with technology or how it generates revenue.

Business analysts and doctors follow similar routes when going about their work. Imagine the business analyst is the doctor, who examines the company (patient). Like a doctor, they go through a list of possible problems (illnesses). And similarly, they propose a solution (treatment).

Who is a service desk analyst?

A service desk analyst is a person who is the primary point of contact with customers since he/she provides the first level of support. A service desk analyst is responsible for handling of incoming help requests and queries through email or phone. Service desk analysts use request fulfillment and incident management processes to respond to customer needs. They quickly assess every situation and determine the best course of action. Some scenarios a service desk analyst deals with include providing general information about the company's services or products. They also schedule appointments with specialists to help customers resolve complex issues.

The Job Description

Contribute to the smooth running of the IT Service Desk Support team by providing IT service support across all jurisdictions, adhering to IT procedures and standards.

The Major Responsibilities

• Responding to IT support requests over the phone, via email, and in person.
• Downloading, installing, and configuring the software to meet user requirements.
• Ensuring correct use of applications, networks, and equipment.
• Testing and updating existing software.
• Escalating advanced IT support cases.
• Maintaining IT documentation, including network and user details.
• Documenting records of actions taken.
• Fixing hardware issues, including replacing equipment and peripherals such as computers, terminals, and routers.
• Ensuring the computer network’s optimal performance.
• Working in a call center (where applicable).
• Analyzing issues and determining the correct software or hardware solution.

Skills, Knowledge, and Expertise Required:

1.  An ability to learn and a passion for customer service.
2.  A keen interest in technology.
3. Experience in Microsoft Office and Windows 10-based operating systems.
4.  Experience in Video Conference systems, Teams, Skype, Zoom, Webex & Others.
5.  An excellent understanding of PCs, as well as mobile devices, is a pre-requisite, and any server/network experience would be a distinct advantage.
6.  Some IT qualifications & customer service skills would be desirable.
7. Excellent personal skills – the role involves engaging with our Ogier business users across all Jurisdictions and in various roles within the organization.
8.  Commitment to ongoing professional study and examinations is essential to succeed in the role.

How to become a Service Desk Analyst in Luxembourg:

You can work as a Service Desk Analyst without formal qualifications. However, employers may prefer candidates with an IT qualification.

1.  Complete a bachelor's degree in computer systems, computer science, or information technology. This usually takes three years of full-time study. Alternatively, you could complete a VET qualification, such as a Certificate IV in Information Technology (Systems Administration Support). Courses accredited by the Luxembourg Computer Society are internationally recognized and may offer future opportunities for certification and upskilling.
2.  Aim to secure an internship or placement while studying. This will provide you with valuable work experience.
3. Consider enhancing your credentials with IT certifications, such as Google and Microsoft IT support certifications.

Types of Service Desk Analysts:

Some types of service desk analysts include:

Tier 1 or entry-level:

A tier 1 service desk analyst serves as the first port of call for customers for support, help, or answers to computer-related questions.

Tier 2: tier 2 analysts:

A tier 2: tier 2 analysts handle more complex issues that often involve networking or hard-to-classify hardware malfunctions.

Tier 3: tier 3 analysts:

As a tier 3 service desk analyst, you are the central contact person for service requests. You monitor service request channels and provide first-line recommendations.

Tier 4: tier 4 service desk analysts:

A tier 4: tier 4 service desk analysts function as managers or supervising analysts. They assist lower tiers in developing evaluations and providing technical briefings.

Tier 5: tier 5 service analysts:

A tier 5: tier 5 service analysts provide day-to-day management functions, including resource planning, setting policy standards, and establishing service procedures.

Tier 6: tier 6 service analysts:

Tier 6: tier 6 service analysts are the department heads responsible for service levels, standards, and leadership. You guide remote analysts and in-house personnel and handle legal, regulatory, or compliance issues.

The Average Salary of a Service Desk Analyst in Luxembourg:

According to ONS, a service desk analyst earns an average salary of £25,203 per year. Your compensation package starts at £22,503 annually when you work in entry-level positions. However, experienced service desk analysts take home a salary of £34,996 per year.

Some Frequently Asked Questions:

What does a service desk analyst do?

Most service desk analyst roles are grouped into different processes. The user query or issue handling captures and validates the problem, triaging for further processing. The second process is communicating with users through appropriate channels. The two-part process ensures service improvement through analysis, reviews, and reports.

Traditionally, service desk analyst roles are organized in tiers that support the escalation of issues as necessary. Therefore, service desk analysts are available in tiers 1, 2, 3, and beyond to provide a coordinated response to customer queries. Given the complexity of the responsibilities, the role of a service desk analyst requires an aptitude for problem-solving and attentiveness to details.

Would working as a service desk analyst suit your technical skills and problem-solving aptitude? Then read on to find out what competencies and qualifications you need to thrive in a service desk analyst role.

What is the career growth for service desk analysts?

Service desk analyst positions are expected to grow by 9 percent in this decade, a rate faster than the national average. With various certifications and courses available to enter the profession, and levels of support, salaries can vary, and a range of options for employment are available.

What skills are required for a service desk analyst?

Service Desk Analyst Requirements:

Proficiency in customer relationship management (CRM) and task management software. Exceptional analytical and problem-solving skills. Advanced collaboration, communication, and interpersonal skills. Excellent organizational and time management skills.

Is the service desk an excellent job?

It's a good gig, and it can be fulfilling. The median salary for computer support specialists, the Bureau of Labor Statistics says, is around $52,000. Education requirements vary, but the job requires deep computer knowledge and reasonable technical and interpersonal skills.

Is the service desk a technical job?

Of course, the service desk role is technical, but it is evident that softer skills play an increasingly important role in achieving excellence.

Is a service desk Analyst an IT job?

Service Desk Analysts are information technology (IT) professionals who provide technical support to users. They respond to incoming requests for IT support and resolve network, hardware, and software issues with computers. They also perform technical maintenance and software installations and updates.

What is an after-service desk analyst?

The next level on the career ladder that professionals can choose, after sufficient exposure and experience as a Service Desk Technician, are Service Desk Supervisor/ Manager, Project Coordinator, and Application Support Analyst.

What is a service desk analyst's salary?

£41K. High. Average: £1,647Range: £454 - £5,977. The average salary for a Service Desk Analyst is £29,545 per year in the London Area. The average additional cash compensation for a Service Desk Analyst in the London Area is £1,647, with a range from £454 - £5,977

Bottom Line:

Junior Service Desk Analyst is an article that creates awareness of this job position in Luxembourg.

The article further explains the meaning of service, analyst, service analyst, the job responsibilities, how to become a desk analyst in the country of Luxembourg, the skills and expertise, the types of desk service analysts, the average salary of service desk analyst in the country of Luxembourg and some frequently asked questions.