Information Technology Service Desk

il y a 4 semaines

Paris, Ile-de-France Shaw Daniels Solutions Temps plein

Roles and Responsibilities

  • Providing a professional and consistent level of IT support by telephone, remote control and face to face
  • Answering customer queries, promoting use of the IT systems and conducting limited 1:1 training
  • Ensuring all incidents and requests are accurately recorded and responded to within a timely manner
  • Maintain a customer focused approach at all times and ensure adherence to IT standards, targets, processes and SLA’s
  • Provide cover of the Service Desk when required
  • Building relationships with key stakeholders in IT and around the business
  • Liaising with Technical Support teams and third-party suppliers
  • Investigating Known Problems and working closely with the technical teams until resolution
  • Configuring and maintaining laptops and PCs
  • Installing and moving desktop equipment
  • Deployment and support of mobile devices
  • Configuration, maintenance and troubleshooting of multi-functional devices, printers and secure print/cost recovery system
  • Assist in the setup of any internal or external virtual meetings
  • Investigate and take ownership of issues with collaboration equipment. Liaise with the 3rd party supplies and ensure speedy resolution of any issues
  • Administration of the telecoms systems
  • Alerting Managers to reoccurring incidents and potential issues
  • Managing a local supply of IT stock equipment and accessories
  • Utilising and updating the Knowledge Base
  • Assisting with the creation and updating of documentation
  • Other support related activities as required.


Qualifications and Experience

  • knowledge of Windows and Office365
  • Experience of using Active Directory
  • Knowledge of ITIL processes
  • Understanding of using software deployment packages such as SCCM
  • Good understanding of PC hardware and software set-up and configuration
  • Experience of supporting and troubleshooting mobile devices
  • Knowledge of Document Management System, ideally iManage cloud
  • Knowledge of Legal specific applications such as InterAction and IntApp time an advantage Person Specification
  • Fluent French and English speaker with fluent French and English writing skills
  • Knowledge of German, verbal and written desirable
  • Excellent customer service and communication skills
  • Able to manage customer’s expectations
  • Ability to work independently and as part of a team
  • Highly motivated and methodical with good problem solving skills
  • Experience of working within a Legal Practice supporting a large customer base
  • Ability to work under pressure and remain calm, prioritise workloads, identify business-critical issues and act upon them
  • Pro-active team player
  • Flexible approach to working, including a willingness to work outside of core hours.

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