Senior Service Desk Analyst

**Who we are**

At Criteo, our culture is as unique as it is diverse. From our offices around the world or from home, our incredible team of 2,700 Criteos collaborates to develop an open and inclusive environment. We aim to create a place where people can grow and learn from each other while having a meaningful impact. We work together to achieve our goals, push boundaries, and share successes. All of this supports us in our mission to power the world’s marketers with trusted and impactful advertising.

After successfully adopting the AGILE “Spotify” organization framework, the Internal IT department is specifically in charge of two key supportive missions:

- providing internal IT solutions and services (operations and projects) needed to support Criteo business and IT users, operations, and projects in their daily lives with a fast and agile approach.
- Supporting the strategic evolution of Criteo and offering smart and innovative solutions while ensuring cost efficiency, privacy, security, and compliance.

**Internal IT vision** is to be: A clockwork delivery factory and best-in-class business partnership, maximizing value for our customers.

**Internal IT mission statement** is: Create business value through our technology and IIT talents and empower all our business teams with user-centric IT products and services

Within the End-user Services Tribe, the IT Operations team is in charge of supporting our 4000 users working all around the world.

As a member of the IT Operations team - Service Desk, you are responsible for driving the local support team to frontline user support to our Paris HQ office. In addition, you will help provide **logístical support** to remote sites across France (Grenoble, Bordeaux) and EMEA. You will have support from the helpdesk, other Field Service (Barcelona, New York, Ann Arbor), Regional IT Operation Leads and report to the Global IT Operations Manager.

Our Help Desk support team is 24x7 remote, managed service. We will rely on you and your team of local field service support for **proper diagnosis of onsite IT **related issue, **ticket queue management** and **escalation** to Regional IT Ops leads.

Paris being the HQ and regional hub, the local team is accountable for the maintenance of the **hardware inventory** (laptops, small equipment). You will also **participate** in office related projects**, moves, and extensions which are common in our dynamic, fast-paced environment.

You are responsible for **driving the local Field Service Support** on daily activities and process, user satisfaction and smooth efficient support - and will play a key role in **improving user adoption of our tools and services**.

**Your main responsibilities will be**
- Frontline incident and request management
- Monitor the ticketing system for incoming requests and process issues.
- Log issues and track even when users come directly to you.
- Efficient support to users including senior management and executives
- Troubleshoot and address issues directly; workstation issues, basic network issues (local network, Internet, Wi-Fi)
- Escalate to Regional IT Leads when required, take ownership and represent the user to ensure the requests are processed.
- Communicate to the user on progress in a timely manner
- Document issues, analysis, progress, solution in the ticketing system
- Ensure processes are followed.
- Training to users
- Assist with onboarding of new users
- Workstation setup management:

- setup and deployment for new employees using standard hardware, images and software (Windows & Mac OS)
- Office Support / AV:

- Manage AV equipment (microphones, cameras, etc.) for local and broadcast meetings over video conference
- Assistance and troubleshooting with IT-related equipment: phone system, videoconference system, mobile phones and workstations
- Local assistance for office infrastructure management (network equipment, meeting room hardware) under central team supervision:

- Proactive or corrective maintenance
- Projects requiring local rollouts
- Office projects: redesign, moves, office extensions
- Contribute to team knowledge management by documenting troubleshooting and problem resolution steps
- Local asset management:

- Manage asset inventory and anticipate hardware needs
- Proactively identify end of life user workstations and coordinate replacement

Who you are:

- 3-5-year experience in IT Service Desk environment, in a fast-paced though structured environment
- Experience supporting R&D / Engineers
- Experience supporting Business Leadership executives
- Be able to prioritize and follow up issues with method and efficiency
- Excellent communication and excellent reporting skills
- Experience leading service desk operations
- Good level of communication in English (read/write/speech)
- Good level of autonomy
- Service-oriented and user-oriented mindset
- Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing,