IT Service Desk Analyst
Who we are
At Criteo, our culture is as unique as it is diverse. With offices around the world, our incredible team of 2,600 Criteos collaborates to create an open & inclusive environment. We work together to achieve our goals, push boundaries, and be impactful. All of this supports us in our mission to power the world’s marketers with trusted & impactful advertising.
Overview:
As a member of the IT Service Desk team, you are responsible for providing frontline user support to our Boston office employees – and remote employees in the region with the help of other team members located in the US, EMEA and APAC. You will report to the Global Service Desk Manager, based in New York.
Our support team is global, and level 2&3 skills are mainly located in Paris, France (HQ). We will rely on you for proper diagnosis and troubleshooting of any IT related issue, and escalation to central teams if need be. You will also have opportunity to contribute on projects related to office moves and extensions which are common in our dynamic, fast-paced environment.
You are responsible for user satisfaction and smooth efficient support and you will play a key role in improving user adoption of our tools and solutions.
What you'll do:
• Frontline incident and request management
• Provide high level of user support with a customer service approach
• Monitor and track user reported issues using our ticket management portal
• Leverage and contribute to the knowledgebase for support
• Troubleshoot and address issues directly; workstation issues, basic network issues (local network, Internet, Wi-Fi)
• Escalate to central teams when required, take ownership and represent the user to ensure the requests are processed.
• Communicate to the user on progress in a timely manner
• Ensure processes are followed.
• Training to users
• Assist with onboarding of new users
• Provide basic in-house training of tools and applications; MS Office, Video Conferencing (ZOOM, Polycom, etc.) and collaborations suite (OneDrive, O365 groups, etc.)
• Workstation setup management:
• setup and deployment for new employees using standard hardware, images and software (Windows & Mac OS X)
• Modify configurations, utilities, software default settings, etc. for the local workstation
• Assistance and troubleshooting on IT-related equipment: phone system, videoconference system, mobile phones and tablets
• Local assistance for local infrastructure management (network equipment – routers, switches, firewall-, branch office server) under central team supervision: For proactive or corrective maintenance, Or projects requiring local rollouts Or office projects: new offices, moves, office extensions.
• Contribute to team knowledge management by documenting troubleshooting and problem resolution steps
• Local asset management: Manage asset inventory and anticipate hardware needs
• Proactively identify end of life user workstations and coordinate replacement
Who you are:
• 2-3 year experience in IT Service Desk environment, in a fast-paced though structured environment
• Experience supporting R&D / Engineers
• Self Motivator; able to work alone in a remote location
• Be able to prioritize and follow up issues with method and efficiency
• Strong communication and excellent reporting skills
• Good level of autonomy
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 2013/2016 (particularly Outlook) and ideally Office 365
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
• Good knowledge and experience of mobile phones (iPhone, Android, etc.) for system configuration (email settings, certificates deployment, application installation, etc.)
• Good knowledge and experience of Apple Mac OS X, within a Windows environment (Active Directory integration, File/Print server, etc.)
• Knowledge of network configuration on workstations (DNS, TCP/IP and other networking concepts)
• Knowledge of AV equipment is a plus
• Ability to write technical documentation to feed the Service Desk knowledge database
• Knowledge of a ticketing system and Service Desk procedures
#LI-CS2
At Criteo, we are committed to creating an environment where all Criteos feel a sense of belonging. We nourish our diversity by listening to all cultures within Criteo - and there are many. We are proud to be a global team and conscious that it takes people with different perspectives, thoughts and cultures to succeed.
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