About RMT Labs

RMT Labs SA is a Luxembourg-based research and technology company building the future of hiring in Europe. We operate two complementary brands: Talent Quanta, a profitable recruitment and ICT-consulting business serving clients across Europe since 2022, and Skillbourg, an AI-powered talent platform born from that real-world recruitment intelligence.

About the role

As an IT Service Desk Analyst in our IT operations team, you will be the first point of contact for international users who need IT help. You will solve common issues quickly, log and route tickets, and make sure users feel supported.

What you will do

• Answer user requests by phone, chat and email

• Log, prioritise and track tickets in the service desk tool

• Solve first-line issues such as passwords, accounts, devices and software

• Escalate complex issues to second-line teams with clear information

• Follow up with users until their issue is solved

• Update knowledge base articles with common fixes

What you bring

• Up to 2 years of experience in IT support or a service desk, including internships

• Good knowledge of Windows and Microsoft 365

• A friendly, patient and service-minded attitude

• Clear communication, in writing and on the phone

• Good organisation and attention to detail

• Interest in growing a career in IT

Nice to have

• ITIL Foundation certification

• Experience with ServiceNow or similar ticketing tools

• Basic knowledge of Active Directory

• Experience supporting international organisations

Skills we're looking for

Technical skills

• Service Desk
• Microsoft Windows
• Microsoft 365
• IT Support
• ITIL

Interpersonal skills

• Customer Service
• Written Communication
• Verbal Communication
• Prioritization
• Attention to Detail