Service Desk Specialist with French

Description

Job Purpose

Provide 1st and 2nd-line support for Microsoft 365 and Digital Workplace services, ensuring timely resolution of incidents and service requests while delivering an excellent end-user experience. Act as the first point of contact for users, perform initial troubleshooting, fulfill approved requests, and coordinate with support teams to restore service as quickly as possible.

Responsibilities

• Act as the primary point of contact for users requiring IT support.
• Log, prioritize, and manage incidents and service requests through the ITSM platform, in line with ITIL processes and SLAs.
• Provide 1st and 2nd-line support, including diagnosis and troubleshooting of user-reported issues.
• Provide support for Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint, covering email, collaboration, file sharing, synchronization, and permissions.
• Support user onboarding/offboarding and Microsoft 365 usage-related requests.
• Troubleshoot authentication, access, MFA, account lockout, and sign-in issues.
• Process approved access and Microsoft 365 license requests, validating required approvals and following established procedures.
• Escalate complex or non-standard issues to the appropriate support teams while maintaining ownership and follow-up.
• Support Major Incident Management activities and coordinate timely communication with technical teams, vendors, and business stakeholders during service disruptions.
• Maintain knowledge articles, troubleshooting guides, and accurate ITSM documentation, contributing to knowledge sharing and continuous improvement.
• Ensure compliance with security, governance, and operational procedures.

Requirements

• Spoken languages: fluent French and English (B2/C1);
• Experience in a Service Desk, Help Desk, or End-User Support environment.
• Experience supporting Microsoft 365 users and workplace technologies.
• Familiarity with authentication, access management, and MFA-related support activities.
• Experience managing incidents and service requests within an ITSM platform.
• Strong customer service and communication skills.
• Ability to effectively communicate with technical teams, business users, and external vendors.
• Understanding of ITIL service management practices is preferred.
• Additional Information

Benefits

• Permanent contract
• Competitive salary
• Performance bonus
• Expense account for holidays
• Meal tickets and gift vouchers
• Training opportunities
• Regina Maria medical package
• Extra vacation days
• What about choosing much more than a job? AJobThatMakesSense
• All our positions are open to both women and men and are, of course, open to people with disabilities.
• Company Description
• Choose a job that makes sense
• EVERIENCE supports the companies’ digital transformation by combining the unique know-how of its teams with the most relevant technologies. Because the future of companies is closely linked to the success of its employees,
• EVERIENCE supports 1,200,000 users for more than 200 companies. With 16 officies in Europe (Aix, Angers, Bruxelles, Bucharest , Frankfurt, Lille, Lyon, Milan, Montpellier, Nantes, Paris, Timişoara ) and in Tunis, EVERIENCE has a sustained growth and a turnover of 207 M€ in 2022.
• Diversity is part of the company's DNA and developing the skills of its 3,600 employees is at the heart of EVERIENCE management.
• Our main activities:
• Applications Functional Support (40%): Providing user support for standard applications such as SAP, Oracle, Salesforce, Cegid and for client-specific applications
• IT Service Desk (40%): Providing Premium experience in IT support for 250 000 users of Windows, Windows 10, Office and Office 365
• BPO (20%): Externalization of business processes, back-office activities within our specialization