IT Service Desk - L1, L2 support

About Holcim

Holcim is the leading partner for sustainable construction, creating value across the built environment from infrastructure and industry to buildings. Headquartered in Zug, Switzerland, Holcim has more than 48,000 employees in 45 attractive markets – across Europe, Latin America and Asia, Middle East & Africa. Holcim offers high-value end-to-end Building Materials and Building Solutions, from foundations and flooring to roofing and walling – powered by premium brands including ECOPlanet, ECOPact, and ECOCycle®. Find out more on www.holcim.com.

Who is Holcim European Business Services?

Holcim European Business Services (EBS) is the internal Shared Service Center of Holcim for the European region, based in Kosice, Slovakia.

With a team of over 330 employees representing more than 20 nationalities, EBS provides a comprehensive range of financial & administrative services to the 23 countries of Holcim across Europe. These services encompass Reporting, Controlling, Accounting & Consolidation, Invoicing, Treasury, Procurement, HR administration, Recruitment, Payroll, Data Analytics, Sustainability and several others.

Role overview

As an IT Service Desk Support, you’ll be the go-to person for helping Holcim Employees solve their IT issues and requests quickly and clearly. Are you ready to play a key role in keeping things running smoothly by answering questions, fixing problems, and sharing helpful information in a simple and friendly way? Then join our team!

Your responsibilities will include:

• Handling incoming incidents and service requests via phone or ticketing system, including problem qualification, prioritization, L1 & L2 resolution, and detailed documentation
  
  

• Managing employee lifecycle tasks such as onboarding, offboarding, and account modifications, ensuring accuracy and compliance with security protocols
  
  

• Creating and maintaining knowledge documentation, including pre-checklists, resolution guides, and supporting faster issue resolution and self-service
  
  

• Communicating clearly with end employees regarding ticket progress, incident causes, next steps, and planned IT changes or disruptions

Your qualifications, experience and skills 

• Completed high school diploma or University Degree in Computer Science or related area

• English and Italian/French - upper intermediate (B2)

• Minimum of 3 years of hands-on experience in IT Service Management or End employee Support

• Strong troubleshooting skills with solid knowledge of ITSM tools (e.g., ServiceNow), ITIL processes, and remote support tools like Bomgar

• Confident handling of Windows, iOS, Android operating systems and common applications such as Google Workspace and Microsoft Office

• Basic understanding of networks (IP, DNS, DHCP, LAN/WAN) and IT security principles

Benefits

• Annual 5% Bonus

• Grade-Related Bonus

• Employee Referral Program

• Supplementary Pension Fund

• Working Anniversary Awards 

• Flexible Working Hours

• Hybrid Contract

• Sick Days

• Mental Health Support

• Multisport Card

Working with us

Holcim people are passionate about finding better ways to build. They embrace innovation and improvement with a pioneering spirit. They work as trusted partners, creating better solutions and experiences for their customers, communities, and colleagues.

At Holcim, there is endless opportunity for you to play your part. Whether you’re in a technical, managerial, or frontline role, you can shape a career that works for you. With us you’ll have the chance to embrace the passion we share for our planet. You’ll be encouraged to seek out diverse perspectives, share your ideas, and build the skills and connections you need to perform at your best. Because it’s only when we work together in a culture where everyone thrives, that we can build the world we all want to live in.

Holcim is committed to a diverse and inclusive workplace. We support equal opportunities for everyone, regardless of race, national origin, gender, sexuality, disability, or age.