IT Helpdesk Services Lead

HCLTech; Paris; Hybride; EUR 65 000 - 95 000; Plein temps

Résumé du poste

HCLTech is seeking an experienced IT Helpdesk Services Lead for a prestigious banking client site in Paris. This permanent hybrid role involves on-site work three to four days per week and requires strong ITIL, service desk leadership, and advanced technical knowledge.

The role demands fluent English and French, excellent communication, and the ability to manage incidents, problems, and changes across multiple teams and vendors.

Qualifications

• Eight+ years of IT experience with a focus on service desk operations.
• Experience in Incident, Problem, and Change Management.
• Proven ability to document processes and runbooks.
• Strong communication and customer-facing skills.

Responsabilités

• Provide Tier 1–3 support and leadership at a client site.
• Document runbooks and service requirements per ITIL standards.
• Coordinate with vendors and internal teams for issue resolution.
• Manage customer expectations and ensure service levels are met.
• Lead knowledge transfer and maintain documentation of learnings.

Connaissances

ITIL knowledge

Service Desk

Incident Management

Active Directory

MS Office 2016+

VPN/Remote Access

Formation

IT Diploma

Outils

ServiceNow

BMC Remedy

HP Service Center

Remote desktop tools

Description du poste

Join HCLTech! Proudly recognized as a Certified Global Top Employer 2025.

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 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.
• Fluency 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.

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.