Paris Office - Service Desk Analyst I (m/f/d)
L.E.K.
- Paris
- CDI
- Temps-plein
The Service Desk Analyst I provides excellent face to face customer service, follows instructions to deliver zero defect deployments, takes direction well, executes assigned project tasks on time, and is self-motivated.Day-to-day responsibilities include:
- Providing level 1 support to the L.E.K. global staff via multiple communication channels including but not limited to phone, video, chat, in person, and email
- Troubleshooting hardware and software issues courteously and expeditiously
- Keeping inventory accurate and assessing the requirement for IT equipment
- Answering and appropriately handling customer support requests via phone, e-mail, voice mail, and instant messaging.
- Managing regional staff motion procedures such as account creation, laptop imaging and configuration, desk setup, mobile configuration, equipment distribution and collection etc.
- Liaising with regional admin or smart hands to setup/reimage laptops in remote offices when required
- Managing IT equipment upgrades for the region
- Work with supplier warranty to repair broken laptop and mobile
- Other IT related functions and projects as requested that are not limited to daily support
- Understanding of PCs, tablets, mobile phones, peripherals, and various operating systems including but not limited to Windows, Apple iOS, and Android
- An aptitude for acquiring technical skills and an eagerness to learn about all L.E.K. software and hardware
- Excellent verbal and written communication skills
- Excellent customer service, including empathic listening skills
- Solid self-starter with the ability to work in a team environment
- Excellent follow-up skills to see tasks through to resolution and communicate problem status to end users such as notification of completion, notification of delay, and rationale
- Excellent organizational skills, prioritizing and managing multiple tasks
- Solid ability to offer and accept feedback and constructive suggestions
- Strong people skills and a knack for problem solving
- Experience in a customer focused role
- Associates and/or Bachelor's degree or certificate program