Senior Service Desk Technician

Cornerstone OnDemand; Paris; Hybride; EUR 34 000 - 54 000; Plein temps

Résumé du poste

Cornerstone OnDemand seeks a Senior Service Desk Technician based in Paris, delivering hands-on office support and regional ITSM coverage across the EMEA region. The role emphasizes VIP ticket management, proactive communication, and high-quality user experience from the Paris office.

You will provide Windows/macOS/M365 support, VPN, printers, and mobile devices, while coordinating onboarding and offboarding, and contributing to IT projects and SOP improvements within a hybrid Paris-based team.

Qualifications

• Proactive, multitasking, customer-focused technician with strong business English.
• Experience with ServiceNow and ITSM processes.
• VIP ticket discipline and remote/workplace support experience.

Responsabilités

• Use ServiceNow as the system of record for incidents, requests, VIP tickets, tasks, escalations, and resolutions.
• Provide first- and second-line support for Windows, macOS, M365, VPN, printers, and mobile devices.
• Support onboarding and offboarding activities with accurate access and device provisioning.
• Assist with office moves, technology deployments, and workplace improvements.

Connaissances

Customer service

Multitasking

Business English

Ticket ownership

Outils

ServiceNow

Bomgar

BeyondTrust

Jamf

Microsoft Entra

Description du poste

We're looking for a Senior Service Desk Technician This role is Hybrid, Paris Office

The Senior Service Desk Technician is based in Paris, France, and provides advanced support to Cornerstone employees across the EMEA region. The role combines hands-on office support, regional Service Desk coverage, VIP ticket management, disciplined ITSM execution, endpoint and mobile expertise, proactive communication, and ownership of onboarding and offboarding activities.

Deliver a consistent, professional, and measurable IT support experience from the Paris office while supporting the broader EMEA perimeter with strong ticket ownership, proactive communication, and high-quality user experience.

In This Role You Will…

ServiceNow, ITSM and VIP support

• Use ServiceNow as the system of record for incidents, requests, VIP tickets, tasks, escalations, work notes, and resolution documentation.
• Maintain clean ticket data: category, priority, impact, urgency, troubleshooting notes, communication history, escalation path, and final resolution.
• Manage VIP tickets with urgency, discretion, executive-ready communication, and disciplined follow-through.
• Promote ServiceNow self-service adoption by guiding employees to submit complete requests, track progress, and use knowledge articles.

Advanced technical support

• Provide first- and second-line support for Windows OS, macOS, Microsoft 365, Teams, OneDrive, VPN, printers, meeting rooms, peripherals, Android and iOS mobile devices.
• Support Microsoft Entra and Jamf activities within approved processes for identity, endpoint, device, compliance, and access-related support.
• Use remote-control tools such as Bomgar / BeyondTrust or equivalent solutions to troubleshoot user issues effectively and document actions clearly.
• Troubleshoot mobile telephony issues, Android and iOS configuration questions, connectivity, applications, and user productivity blockers.

Office-based and workplace support

• Work comfortably from the Paris office and provide face-to-face support for employees, desks, meeting rooms, AV, printers, peripherals, inventory, and hardware handover.
• Support meeting room readiness, common collaboration tools, printer availability, and local workplace technology in coordination with internal teams or vendors.
• Assist with hardware provisioning, device refresh, accessory handover, equipment return, asset tracking, stock accuracy, and mobile support.

Lifecycle, projects and continuous improvement

• Manage onboarding and offboarding support activities so that access, devices, applications, and communication are handled with accuracy and timeliness.
• Participate in IT projects, pilots, office moves, technology deployments, meeting room improvements, service transitions, and process improvement initiatives.
• Contribute to SOPs, knowledge articles, ticket quality reviews, operational dashboards, and practical improvements to the EMEA Service Desk experience.

Languages and collaboration

• Communicate clearly and professionally in business English with international users, senior stakeholders, and technical teams.
• Demonstrate a proactive, customer-first style: anticipate impact, provide timely updates, prevent avoidable escalations, and follow through until closure.
• Multitask effectively in a fast-paced regional environment while maintaining accuracy, professionalism, and strong service ownership.

You Have Got What It Takes If You Have…

A proactive, multitasking, customer-focused technician with strong business English, ServiceNow experience, Windows OS and macOS mastery, Microsoft Entra and Jamf confidence, mobile telephony knowledge, Android and iOS support experience, VIP ticket discipline, remote support capability, office support comfort, and the ability to collaborate across the EMEA region.

Preferred Qualifications:

ITIL Foundation, CompTIA, Microsoft, Apple, HDI, ServiceNow, Jamf, or endpoint management training; experience with printers, meeting rooms, AV, project coordination, corporate mobile support, asset lifecycle, onboarding, and offboarding.

Our Culture

Spark Greatness. Shatter Boundaries. Share Success. Are you ready? Because here, right now – is where the future of work is happening. Where curious disruptors and change innovators like you are helping communities and customers enable everyone – anywhere – to learn, grow and advance. To be better tomorrow than they are today.

Who We Are

Cornerstone powers the potential of organizations and their people to thrive in a changing world. Cornerstone Galaxy, the complete AI-powered workforce agility platform, meets organizations where they are. With Galaxy, organizations can identify skills gaps and development opportunities, retain and engage top talent, and provide multimodal learning experiences to meet the diverse needs of the modern workforce. More than 7,000 organizations and 100 million+ users in 180+ countries and in nearly 50 languages use Cornerstone Galaxy to build high-performing, future-ready organizations and people today.

Total Rewards

At Cornerstone, we are dedicated to inspiring excellence and pushing boundaries in everything we do. Our compensation strategy is based on three fundamental principles: equitable pay, market-driven research, and skill-based appraisals. As part of our mission to share success and empower individuals to thrive in an ever-changing world, the listed salary range is just one element of Cornerstone’s comprehensive compensation package. This compensation package may also include annual bonuses, short- and program-specific awards depending on the role, and a comprehensive benefit offering. The disclosed salary range reflects the geographic differential based on the location of the position if applicable. The starting salary for the successful applicant will depend on several job-related factors, including education, training, experience, certifications, location, business needs, and market demands. This range is based on a full-time position and may be adjusted in the future. Join us in shaping the future of work — tomorrow, together. Experience flexibility and empowerment in your career at Cornerstone. The BASE salary range for this position is: 33600 - 53800 EUR.

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