IT Helpdesk Services Lead
il y a 19 heures
Paris
Join HCLTech! Proudly recognized as a Certified Global Top Employer 2025. HCLTech is a global tech company with 225,000+ HCLTechies across 60 countries, offering digital, engineering, and cloud solutions. Serving major industries like Financial Services, Manufacturing, Healthcare, Telecom, and more, its 12-month revenue ending September 2024 was $13 billion. HCLTech France: +500 HCLTechies. Offices: Paris, Lyon, Toulouse and Blagnac. We are seeking an experienced IT Helpdesk Services Lead to join our team at a prestigious client site in the banking sector, based in Paris. This is a permanent, hybrid role offering the opportunity to work on-site three/four days per week. Tasks and Responsibilities • Providing expert input to the service requirements definition process, writing and/or reviewing documentation describing Level 1, 2 and 3 Services; creating detailed run books., • Performs comprehensive knowledge transfer with incumbent service provider and clearly documents all learnings and findings., • Ensure customer service goals are met., • Communicate comfortably and effectively with customers and management, • Demonstrable Subject Matter Expert on Service Desk, • Expert knowledge of Service Desk functions in line with ITIL standards, including Incident, Problem and Request Management;, • Expert knowledge of Service Desk functions in line with ITIL standards, including Incident, Problem and Request Management;, • Expert knowledge of the service management and reporting obligations placed on an outsourced Service Desk, including application of standardized terminology and metrics;, • Familiarity with Service Management Tool suites and other technologies used in the Service Desk environment, and their appropriate adoption by client and supply-side agencies;, • Deep understanding of the interfaces between remote and on-site first line contact and second and third line resolver groups;, • Experience of implementing or operating a unified Service Desk in a multi-supplier environment;, • Good/expert knowledge of typical user support workflows and an understanding of the capacity and management of the same;, • Excellent communication (verbal, written, listening) and influencing skills., • Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users, • Route problems to internal I.M. support staff, • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution, • Administer and provide User Access and Exit controls, • Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's, • Ensure adherence to the published compliance frame work. Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; analyze and publish reports on the findings; discuss with the concerned stake holders and follow up on the clos, • To keep self-abreast of the changing paradigm through reading, research, feedback and competitor analysis to ensure that the process design has the next/best practices, • To prepare business requirement documents for automation/enhancement of the processes, lead pilot and testing efforts of a process rollout including preparation of training material and ensure that customer queries on a new process are responded to. Job Requirements • IT Diploma, • 8+ years of IT experience, • Service Desk, Incident, Problem, and Change Management good knowledge, • Working knowledge and understanding of core IT technology infrastructure, applications and tools, as generally gained through previous Tier 2 Service Desk work experience., • Demonstrated knowledge of IT business processes and procedures Expertise in administrative and enterprise application support, • Help desk, customer service, and support experience with problem solving involving hardware, software, and networks., • Technical helpdesk or technical call center experience., • Experience in customer service and incident management tool, • Strong knowledge of Windows 7, 10 & 11 Operating System, MS Office 2016, O365 - Outlook, Word, PowerPoint & Excel (including Marcos & Pivot Tables), Cisco VPN, • Knowledge of Active Directory, MS Exchange, • ITSM ticketing tools such as BMC Remedy, HP Service Center, Service Now, etc., • User account creation for Active Directory, Exchange Mailboxes, Distribution lists, • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools, • Strong familiarity with troubleshooting mobile device – iPhone, iPad, Android and general remote connectivity troubleshooting, • Expertise in Internet applications, including email software, web browsers, calendaring, SAP-based applications, telecom, and networking concepts., • Demonstrated analytical skills, including desktop/laptop computer & mobile device troubleshooting techniques., • Demonstrated communications skills, both verbal and written, • Demonstrated conflict resolution abilities to prevent escalations to supervisors, • Must be business-focused and have good understanding of the business units to prioritize work., • Excellent communication skills (active listening skills), • Must be diplomatic and must have interpersonal skills, • Ability to understand the business objectives, • Must have team spirit, • Professional code of conduct, • Must have extensive knowledge of remote access processes for assisting First Level, • Must have a good understanding of the organization and their infrastructure, • Must be able to deal with stress, • Evolving management & leadership skills, • Must have basic technical knowledge of all technology used for the business processes, • Must have empathy with users, • Collaborate effectively with team members to achieve common goals, • Problem solver, curious, creative and analytical, • Proactive, responsible and methodical, • Having the power of initiative and driving force, • System thinking and holistic view, • Business-oriented mindset and ability to establish and maintain good relationships, • Disciplined, systematic problem-solving skills required., • Fluency in both French and English is mandatory to communicate effectively with colleagues and partners, both verbally and in writing. Ready for a new challenge? Join a friendly, multinational company offering endless opportunities in a dynamic, multicultural environment. Apply now and submit your CV in English! Why become an HCLTechie? At HCLTech, we offer diverse opportunities to learn, innovate, and fast-track your career. You'll work with global clients and industry-leading experts, gaining access to mentorship and rewarding growth paths. Our people-friendly work culture fosters flexibility, leadership, and personal and professional growth, giving you the freedom to explore, experiment, and thrive. We believe in doing things differently, offering hands-on training and coaching, and celebrating the passion and commitment of our teams. Discover the benefits of joining HCLTech: • Comprehensive benefits package., • Global career opportunities and mobility., • Flexible work environment supporting work-life balance., • Exciting projects and upskilling opportunities to shape your role., • Total wellbeing focus: Beyond professional growth, you’ll be able to collaborate with like- minded colleagues to drive meaningful impact through initiatives like our CSR Council, Diversity Council, Women Connect, and many more.
