Help Desk Technician H/F
Permanent contract
In an international company, one of the worlds 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,
Blake Smith Staffing, LLC
