Responsable du Support Helpdesk

HCLTech; Paris; Sur place; EUR 60 000 - 90 000; Plein temps

Avantages offerts par ce poste

20 days vacation per year

Term life insurance

Business Travel insurance

Résumé du poste

HCLTech, a global technology leader, seeks a Central Governance role to ensure consistent L1/L2 support operations across multiple countries. The role involves coordinating offshore providers, monitoring SLA/KPI, and ensuring efficient escalation to L3, interfacing with ITIL governance teams and stakeholders worldwide.

Fluent in French and English, candidates should have hands-on IT support experience and strong analytical coordination skills to drive improvements in a multi-country environment.

Qualifications

• Experience in IT support operations (L1/L2/L3).
• Strong knowledge of ITIL processes.
• Experience managing offshore models.
• Performance management (SLA/KPI).
• Strong coordination and analytical skills.

Responsabilités

• Coordinate global L1/L2 support operations
• Manage offshore provider performance
• Monitor SLA/KPI and drive improvements
• Ensure escalation and L3 coordination
• Interface with ITIL governance teams
• Coordinate with countries and stakeholders

Connaissances

IT support operations (L1/L2/L3)

ITIL processes

Offshore models

SLA/KPI performance

Coordination & analytics

Outils

Ticketing tools

Description du poste

HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.

Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

Note: Candidates must be eligible to work in France.

Fluent in French and English.

Job Summary:

Central governance role ensuring global orchestration, performance and consistency of L1/L2 support activities across multiple countries.

Responsibilities:

- Coordinate global L1/L2 support operations

- Manage offshore provider performance

- Monitor SLA/KPI and drive improvements

- Ensure escalation and L3 coordination

- Interface with ITIL governance teams

- Coordinate with countries and stakeholders

Mandatory skills:

- Experience in IT support operations (L1/L2/L3)

- Strong knowledge of ITIL processes

- Experience managing offshore models

- Performance management (SLA/KPI)

- Strong coordination and analytical skills

Appreciated skills:

- Multi-country environment experience

- Transformation program exposure

- Ticketing tools knowledge

- Ability to work under pressure

• A supportive, diverse, and global team with a brilliant culture.
• Competitive compensation and benefits that includes up to 20 days’ vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
• Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.
• Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few. For more information on how we process your personal data, please refer to HCLTech’s Candidate Data Privacy Notice.

To know more about us visit – www.hcltech.com