Service Desk Specialist
il y a 2 semaines
Role and Responsibilities (this is a broad but not exhaustive list)
- 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
- Frequent visits to Luxembourg and Swiss offices and visits to London as required
- 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
- Sound knowledge of Windows and Microsoft Office
- 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 Worksite
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.
Competencies
- Collaborative working
- Client centric
- Ethical practice
- Critical thinking
Location
75008 Paris
Category
Contract type
Permanent - Full Time
Salary
Competitive
Working hours
Full Time
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