IT Helpdesk Services Lead

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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 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.
• 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
• 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.
• 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.
• bFluency 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:

• 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.