Help Desk Technician

Help Desk Technician H/F


Permanent contract

In an international company, one of the world's leading hedge funds, you will be attached to the head of the IT department in CT. You will integrate OneDesk - the Help Desk Group oriented - by guaranteeing the availability and quality of support for internal users. In line with the company's Group strategy, you will ensure the prevention and resolution of functional and technical problems while respecting the requirements in terms of quality, resolution time and reporting defined within the head office IT department.


MISSIONS AND ACTIVITIES
• Aligned with Helpdesk Manager to ensure consistent standards of service, processes and procedures across all locations
• Owner of the Incident, Request, Problem and Escalation processes
• As owner of the Problem process, responsible for coordination of resolving parties, effective communication to stakeholders and post event review
• Champion Service and Support in Projects, developing a strong understanding of projects impacting your area - ensuring any disruption is planned and minimal
• Deliver excellent presentation and meeting room support, ensuring conference room technology is maintained to a high standard and routinely checked to ensure high levels of availability
• Ensure training processes and systems are in place to educate staff on how to collaborate efficiently
• Provide regular and accurate management reporting on IT Service performance
• Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments
• Located in Paris with regular travels within Europe divisions based on project needs, plus some occasional global travels

QUALITIES AND SKILLS
• Experienced Service Management professional
• Previous experience in a team - or demonstrable experience leading virtual teams
• Experience of managing 3rd parties or 3rd party delivered services
• Expert knowledge of ITIL disciplines - ideally ITIL qualified
• Excellent written and verbal communication skills
• Excellent customer facing skills
• Willingness to mentor junior members of staff
• Able to work under pressure, with time zone constraints and meet deadlines
• Excellent interpersonal skills
• Self-motivated and able to take responsibility
• Able to manage and prioritise tasks and time efficiently

REQUIRED PROFILE


Minimum Bac + 0-3 training, you have a significant experience of 1-5 years in an international environment and good technical knowledge in IT (VMware, Windows Server and Workstation, Citrix, Exchange, Office 365, Teams, ...)

An excellent command of technical English is essential.

KNOWLEDGE


Knowledge of Service Standards and excellent customer service,

General knowledge of operating system administration (Windows),

Knowledge of usual configurations, office systems and tools,

Knowledge of network equipment administration: Routing, VPN, Wifi Security,

Knowledge of good practices in terms of IT security.

EXPERTISE


Working with staff to ensure that SLAs and Incidents are managed excellently,

Create, review, and react to Service Desk ticket metrics,

Know how to detect and diagnose system and network problems,

Apply IT security rules and operating instructions,

Conduct an assistance interview,

Adapt to technological developments.