Information Technology Help Desk

Join HCLTech!

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 to fill multiple positions for Information Technology Help Desk to join our team at a client’s facility in Paris.

Important details

• 3 days/ week- Work from office (Client Location)
• Language: French(C1) + English
• Total experience: 8-12 Years
• Relevant experience: 4-7 years of help desk, voice customer service, and support experience with problem solving involving hardware.

Job Description

• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users
• Route problems to internal 2nd and 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User account provisioning.
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
• Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
• Perform user account management activities
• Escalate complex problem to appropriate support specialists
• Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
• Troubleshoot client software and basic network connectivity problems
• Identify, evaluate and prioritize customer problems and complaints
• May train users and operators on a limited basis and/or may write training procedures
• Participate in on-going training and departmental development
• Routine maintenance updates with other IT staff and business units . Provide all required documentation including standards, configurations and diagrams
• Provide knowledge transfer of EUC operations

Technical Requirements

• Phone support experience necessary.
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem-solving skills required.
• Hands-on work experience with the following:
• Windows Operating systems
• Servers: Windows 2000, Windows 2003, Windows 2008,
• Knowledge of Active Directory, Exchange 2003/2007
• ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
• MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
• VPN and remote dial-in users
• Support for laptop, desktops, and printers
• PDA and blackberry support

General

• Strong troubleshooting skills with a focus on efficient problem resolution
• Automation and standardization mindset
• Read, understand and adhere to established technical specifications and manuals
• Collaborate effectively with team members to achieve common goals
• Fluent in English, with the ability to communicate effectively with colleagues and partners in both written and verbal form
• 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
• Presentation and pedagogical skills are a merit
• Excellent communication and conversation skills (Verbal and Written)
• Should have great customer handling skills
• Good working knowledge of MS OFFICE (Including MS Project and Vision

Certification Requirements

• Knowledge of AAD, Windows 11/10 and all other Mobile based OS like Andriod, iOS etc.
• ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

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.

Job Type: Full-time

Application Question(s):

• What is your notice period?
• Are you legally authorized to work in France?
• Are you comfortable working in a hybrid setting?

Language:

• fluent French and English (Required)

License/Certification:

• French ID or French Work Permit (Required)