IT Help Desk in Paris (France)

Where: Paris (France)

Extent of Work: Full Time

Click here to apply in English

Responsibilities
·        Frontline incident and request management
o   Monitor the ticketing system for incoming requests, process issues.
o   Log issues and track even when users come directly to you.
o   Efficient support to users including senior management and executives
o   Troubleshoot and address issues directly as much as possible workstation issues, basic network issues (local network, Internet, Wi-Fi)
o   Escalate to central teams when required, take ownership and represent the user to ensure the requests are processed.
o   Communicate to the user on progress in a timely manner
o   Document issues, analysis, progress, solution in the ticketing system
o   Ensure processes are followed.
·        Training to users
o   Assist with onboarding of new users
o   Provide basic in-house training in MS Office applications used (Word, Excel, Outlook, PowerPoint), VC (LifeSize, BlueJeans…) and collaborations suite (OneDrive, O365 groups, etc.)
·        Workstation setup management:
o   setup and deployment for new employees using standard hardware, images and software (Windows & Mac OS X)
o   Modify configurations, utilities, software default settings, etc. for the local workstation
·        Assistance and troubleshooting on IT-related equipment: phone system, videoconference system (LifeSize, BlueJeans…), mobile phones and tablets
·        Local assistance for local infrastructure management (network equipment – routers, switches, firewall-, branch office server) under central team supervision:
o   For proactive or corrective maintenance,
o   Or projects requiring local rollouts
o   Or office projects: new offices, moves, office extensions.
·        Contribute to team knowledge management by documenting troubleshooting and problem resolution steps
·        Local procurement:
o   Manage asset inventory and anticipate hardware needs
o   Proactively identify end of life user workstations and coordinate replacement
Skills :
·        5 year experience in IT Service Desk environment, in a fast-paced though structured environment (processes)
·        Be able to prioritize and follow up issues with method and efficiency
·        Excellent communication and excellent reporting skills
·        Good level of autonomy
·        Fluent in French and English (written & spoken).
·        Knowledge of German, Spanish, or Italian is a plus
·        Strong knowledge of Microsoft based operating systems with emphasis on Windows 7/10 and Office 2013/2016 (particularly Outlook, Lync/Skype for Business) and ideally Office 365
·        Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
·        Good knowledge and experience of mobile phones (Blackberry, iPhone, Android, etc.) for system configuration (email settings, certificates deployment, application installation, etc.)
·        Good knowledge and experience of Apple Mac OS X, within a Windows environment (Active Directory integration, File/Print server, etc.)
·        Knowledge of network configuration on workstations (DNS, TCP/IP and other networking concepts)
·        Ability to write technical documentation to feed the Service Desk knowledge database
·        Knowledge of a ticketing system and Service Desk procedures
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