Analyst, IT Service Desk

Alvarez & Marsal; Paris; On-site; EUR 35,000 - 48,000; Full time

Job summary

Alvarez & Marsal in Paris is seeking a dedicated IT Service Desk Analyst to support all users by email, phone, and remote tools. You will diagnose, resolve or escalate issues and log calls in our incident system to maintain a high-quality knowledge base.

Based in Paris with occasional travel to Europe, you’ll collaborate with IT teams to ensure reliable services and strong user satisfaction. Fluency in English and French and ITIL experience are essential.

Qualifications

• Experience in IT service desk with ITIL framework.
• Strong customer service and time-management skills.
• Experience with incident management/tracking systems.
• Experience supporting Windows and macOS environments.
• English and French fluency.

Responsibilities

• Take ownership of user problems and be proactive.
• Maintain and monitor network, security and computer systems.
• Analyze, diagnose, resolve or escalate issues promptly.
• Build, configure, install, and troubleshoot laptops and mobile devices.
• Administer software platforms including O365/Azure, encryption, UC, MDM, storage and backup.
• Provide outstanding user support via face-to-face, email, and phone.
• Be flexible and support other offices in Europe as needed.

Skills

ITIL framework

Customer service

Windows & Mac OS

Remote support tooling

English & French

Education

A+, MTA, MCSA or equivalent

Tools

O365/Azure

SCCM

JAMF

Intune

Cisco Jabber

MS Teams

SharePoint

Cisco WebEx

Job description

Description

About Alvarez & Marsal

Alvarez & Marsal (A&M) is a global consulting firm with entrepreneurial, action- and results-oriented professionals. We take a hands-on approach to solving our clients' problems and helping them reach their potential. A&M is different by design: we give people ownership and impact from day one, fuel development through real opportunity, and provide direct access to leaders who invest in our growth. Our culture celebrates independent thinkers and doers who positively impact clients and shape our industry. Guided by A&M's core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity, our collaborative, globally minded environment is why our people love working at A&M.

Team

A&M is seeking a dedicated IT Service Desk Analyst to join our Paris office to support all users by email, telephone, remote support tools and/or direct contact for technology related problems. The IT Service Desk Analyst will provide diagnosis, resolution, or escalation to other service desks, engineering and/or applications development groups using our internal incident management system. In addition, the IT Service Desk Analyst is responsible for accurately logging calls, understanding and interpreting all support requests, providing documentation and resolution for our internal knowledge base, and assist on other assigned projects that will provide technical solutions to our user community through information support requests or as directed.

This is a fantastic opportunity to work for a professional services firm with a great work ethic and positive attitude. The role will be based in Paris, with the occasional travel to different sites in Europe when needed.

How you will contribute

• Take ownership of user problems and be pro-active when dealing with user requests and issues.
• Maintain and monitor all network, security and computer systems to meet the organization's current and future requirements.
• Analyze, diagnose, resolve or elevate reported issues, requests and outages in a timely manner.
• Build, configure, install, and troubleshoot laptops, mobile devices and tablets.
• Administer various software platforms including: O365/Azure, encryption, Unified Communications, MDM, storage and backup platforms.
• Willing to go the extra mile to provide outstanding level of support to maintain a high degree of customer service face-to-face, on email and via telephone.
• Demonstrate a willingness to work flexibly, sometimes outside of normal core hours supporting other offices in Europe and provide responses to service demands as agreed with the IT Director.

Qualifications

• Experience in a similar IT Support role, using ITIL framework in providing desk side support as well as use of Remote Support Tools to support users out of the office.
• Background in providing exceptional customer service and able to handle time sensitive situations face-to-face and over the phone.
• Previous experience using an incident management/tracking system is a must.
• Experience in providing support in a Windows environment as well as Mac OS – configure, deploy, support and using SCCM and JAMF.
• Experience in supporting mobile devices such as Apple and Android devices using an MDM platform such as MS Intune.
• Knowledge of LAN/WAN networking, TCP/IP troubleshooting and remote access VPN technology.
• Strong experience with Microsoft Azure, Office 365 administration – mailbox and account management.
• Exposure to Windows Server, Exchange and Active Directory.
• Experience in provisioning and troubleshooting Cisco unified communication systems and Cisco Jabber.
• Experience in using and supporting MS Teams, SharePoint and other collaboration / conferencing tools such as Cisco WebEx.
• Being an all-round team player, people's person, and able to work in an open environment is a must.
• Excellent written and verbal communications skills; fluency English & French
• A good understanding of ITIL based structure.
• IT based qualifications such as; A+, MTA, MCSA or similar.

Your journey at A&M

At A&M, professional growth is tied directly to performance, not tenure. Our people take on meaningful, hands-on work supported by a performance development process that rewards contribution and fosters a culture of meritocracy. Stretch roles, evolving business needs, and firm growth create ongoing opportunitiesfor ownership and building new skills, while direct access to senior leaders provides mentorship and real-time coaching along the way. We also prioritize your wellbeing through comprehensive benefits and resources. Together, these elements create an environment where high-performing professionals can continue to grow and advance from day one.