Job details

First Line Service Desk Agent – Luxembourg

Company details

With over 3500 experts and one of the deepest, broadest portfolios of software and services, Sopra Banking Software is a trusted, long-term partner of over 800 banks in more than 70 countries. Sopra Banking Software has an unequalled ability to address the requirements for banks and financial institutions of any size and scope, allowing them to innovate and expand their services. Sopra Banking Software is a subsidiary of the Sopra Steria Group, a world leader in digital transformation, with more than 40 000 employees. In 2016, Sopra Steria achieved a pro forma turnover of € 3,7 billion.

For more information follow us on Twitter @SopraBanking or visit

To support our growth and develop our service desk teams in Luxembourg, we are looking for (m/f):

First Line Service Desk Agent – Luxembourg (fixed term contract of one year)


You will be responsible to manage incidents (related to both over day and end of day treatments) coming from our customers (mainly banks), apply relevant workaround to fix the issue and escalate complex problems to second line.

You will perform the following tasks:

  • Monitor the end of day processes;
  • Answer tickets within stated time guidelines;
  • Provide support remotely and escalate complex issues to second line;
  • Analyse and interpret client inquiries to ascertain and solve issues;
  • Give information, advice or instruction in response to client inquiries;
  • Provide a high degree of client satisfaction in all work undertaken;
  • Monitor progress of incident resolution within agreed service levels and keep users informed.


  • Bachelor degree or equivalent work experience;
  • Experience with ticketing systems;
  • Knowledge/experience of ITIL is a plus;
  • Ability to work in a team as well as independently and under pressure;
  • Shift work and flexibility are required;
  • Good communication, writing, interpersonal and organizational skills are required;
  • Motivated to learn;
  • Eager to help;
  • Follow procedures;
  • Fluent in English;
  • French is an asset.


  • A fixed term contract of one year;
  • A young & dynamic environment welcoming proactivity and initiative;
  • Sopra Banking University foresees trainings;
  • Attractive financial package including interesting compensation & benefits such as an extended insurance coverage, a competitive salary and a range of employee benefits.

  • Placed on:Thu 14 December 2017
  • Location: Capellen


For more information:
at the number: +32 2 777 45 92
Please waiting during procesing your request
Mail to friends
Email(s) successfully sent
An error is occured please contact the system administrator