TESS Luxembourg - Service Delivery Technician

Job Description
Working in the Employee Platforms (EP) Luxembourg Technology team you'll play a key role in supporting the end user technology and infrastructure environment for the location. You will collaborate with peers across the region where your initiative, innovation mindset and creative problem-solving will drive first class technology delivery. In addition to valuable on-the-job experience, you'll receive coaching, mentorship, and a host of other development opportunities to advance your career at the firm and beyond.
Job responsibilities

• Adhere to EP Service Delivery and Technology Policies, Standards and Procedures to deliver high end users quality of service and to keep secure IT environment.
• Focus on meeting SLA across Incident, Problem, Change & Request Management processes, timely escalating to the Technology Leads and service owners if needed.
• Provide high quality support to the clients with professionalism and good communication, own the problems and educate the clients promoting self-service tools. \"Obsess about the customer"
• Assist Technology Leads in improving productivity resulting in increased cost effectiveness and value.
• Genuine interest in continuous feedback, learning, and growth opportunities
• Effective collaboration and communication to achieve common goals and maintain a company standard of excellence
• Partners with all peers in the EMEA region for troubleshooting and for delivering cross location initiatives.
• Ensure all tech asset inventories are always up to date and reconciled.

Required qualifications, capabilities, and skills

• Minimum 1 year of experience in IT support domain including Desktop support, managing end user services
• Proficient in both spoken and written English.
• Ability to work in a multi-task environment, managing interruptions and prioritization
• Strong client focus - ability to operate at prime customer contact level typically at operational level
• Ability to identify problems, troubleshoot, and deliver strategic solutions to clients
• Proficiency in one or more of the following: Microsoft Office, VPN, Virtual Machines, Remote Connectivity products, Security
• Advanced knowledge in infrastructure projects, operations systems, and data analytics
• Good knowledge of Windows OS with the ability to carry out root cause analysis
• Ability to successfully promote technology self-service culture and tools to the clients
• Mobile devices management and configuration

About Us
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
About the Team
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.