Context :

As part of the service desk team, you will be responsible for providing support to Murex employees based in Paris office.

This involves responding to their inquiries via the ticketing system, phone or chat, diagnosing/analyzing problems, and providing workarounds to customers. 
Our environment includes Hardware and Software, Windows OS, Office 365, VPN, mobile phones, video conferencing, Teams Telephony, ITIL processes, Stock management, printing solutions, … 

Your missions/What you’ll do ?

• Install, configure, and upgrade windows operating systems and softwares installed on the end-users workstations.

• Install and replace hardware (Workstations, Laptops, screens, network cable,…)

• Troubleshoot incidents and problems related to emails, network and end-users peripherals, printing, meeting rooms, access control, CCTV…

• Follow cases with support vendors.

• Support Teams telephony, mobile devices, and smartphones for end-users.

• Maintain User Account in Active Directory, disk encryption and antivirus.

• Assist users with Citrix and VPN connectivity.

• Participate in the creation of documentation to ease the work for the operation team.

• Follow procedures and guidelines defined for the team.

• Collaborate with other IT teams (network, storage, Windows Infra,…) to resolve incidents when needed

• Flexibility in covering support shifts

• Participate in discussions and presentation to evolve the infrastructure.

Your profile/Who you are ?

• At least 1 year of experience in service desk support for windows ecosystem, software, and hardware troubleshooting for end users

• Bachelor’s degree in Information Technology or a closely related field

• Relevant experience endpoint management systems like SCCM, Microsoft windows 10-11 and Office 365

• Experience in the usage of service desk ticketing system to handle incidents and requests

• Strong analytical skills and efficient problem solving

• Willingness to learn continuously

• Fluency in English and French is required

• Good communication skills to be able to present ideas and communicate with vendor support