IT Helpdesk Officer (f/m/d)

Date: 27 May 2023

Location: Luxembourg, LU

Company: Deutsche Börse Group

Your area of work:

Corporate IT of Deutsche Börse Group is in charge for end user workplace experience, voice & communication, application development and operations for all group processes such as Financial Core, Customer Care, Control & Corporate Processes. We also develop and operate our Enterprise Analytics and Digital Boardroom which are the core of sharing and measuring our group’s success.

Our mission is simple – Make IT Run!

We are passionate in running our existing IT Landscape and exploring every day what makes Deutsche Börse Group as a company, and thus all our colleagues, run better – simplify and automate processes, use modern technology and devices, and make collaboration fun. We are driven by user experience, performance, stable operations, and a high degree of Information Security and Compliance.

You are passionate about technology and great customer experience, strive for accountability and like to shape the best User Helpdesk in the financial industry?
You have experience in providing a customer focused support in a technical User Helpdesk?
You understand how Windows 10, Microsoft products, and native end user devices work?
You want to join a team which is dynamic, customer and technology-oriented, with the ambition to provide the best user helpdesk in the financial industry?
Then join our team, help our employees efficiently and effectively resolve problems with your knowledge, ambition and user friendly support.

As IT Supporter you provide support to your colleagues in the commissioning of our devices and offer inviting technical support. In doing so, you will keep your technical knowledge up to date. In the case of technical challenges, you efficiently diagnose the reason and explain the situation with empathy, patience, and a smile. You assess how the problem can be solved so that your colleague remains able to work and earn the trust of employees by offering knowledge, tips, and even short training. 


Your responsibilities:

  • Analyze and resolve technical user problems
  • Ensure incident information is recorded completely as well as the resolution
  • Handout and receive returned hardware (Mobile Phone, Laptop, Tablet,..) incl. user support during device initialization / user training
  • Presenting new hardware on different occasions to different user groups
  • Setup of new devices or returned device
  • Ownership and responsibility of User satisfaction
  • Representing Corporate IT to ensure a one-of-a-kind user experience
  • Support projects and initiatives
  • Create and review statistical information 


Your profile:

  • University degree in computer science or a comparable education
  • Experience in providing IT-Support (User Helpdesk – 1st & 2nd Level)
  • Excellent Windows 10, MS-Office and other Microsoft products knowledge
  • Experience in working with and supporting end user devices (notebooks, tablets, Mac, iPad)
  • Experience supporting iOS & android mobile devices
  • Experience supporting WiFi and Citrix
  • Experience with SAP ticket system and remote tools
  • Analytical thinking & problem resolution skills
  • Strong service, resolution and target achievement drive
  • Strong social Competence, self-motivation and assertiveness
  • Excellent English language communication skills (Verbal and Written). Optional verbal language skills German or French would be an advantage


Dedication, team and communication skills, flexibility as well as competent handling of MS Office applications round of your profile. There are numerous good reasons to work for us: responsibility at an early stage, attractive social benefits, an international working environment and a broad variety of career opportunities.