IT Service Desk Analyst

Job Description

Who we are At Criteo, we are building the advertising platform of choice for the open Internet, an ecosystem that favors neutrality, transparency and inclusiveness. With more than 1.4 billion active shoppers and $600 billion in annual commerce sales, we deliver performance at scale. Founded in a Paris start-up incubator, Criteo now carries out our entrepreneurial spirit across 30+ global offices. Do you want to have an impact on more than half of the world’s internet users? Join us and be part of something big. About the role Within a global team, you are responsible for providing frontline user support to our Ann Arbor office – and remote sites ( currently Palo Alto, San Francisco, Los Angeles, Boston, Ann Arbor, Chicago, Miami ) & Brazil (Sao Paulo), with the help of other team members located in California, New York and Boston. You will report to the Regional Service Desk Manager for North America, based in New York. Our support team is global, and level 2&3 skills are mainly located in Paris, France. We will rely on you for proper diagnosis of any IT related issue, and escalation to central teams if need be. You will also participate in the projects of new offices, moves, and extensions which are common in our dynamic, fast-paced environment. You are responsible for user satisfaction and smooth efficient support and you will play a key role in improving user adoption of our tools and solutions. The position may require on average up to one week a month of travel (including travel to Paris for training). What you'll do Frontline incident and request management: o Monitor the ticketing system for incoming requests, process issues. o Log issues and track even when users come directly to you. o Efficient support to users including senior management and executives o Troubleshoot and address issues directly; workstation issues, basic network issues (local network, Internet, Wi-Fi) o Escalate to central teams when required, take ownership and represent the user to ensure the requests are processed. o Communicate to the user on progress in a timely manner o Document issues, analysis, progress, solution in the ticketing system o Ensure processes are followed. Training to users: o Assist with onboarding of new users o Provide basic in-house training of tools and applications; MS Office, Video Conferencing (ZOOM, Polycom, etc.) and collaborations suite (OneDrive, O365 groups, etc.) Workstation setup management: o setup and deployment for new employees using standard hardware, images and software (Windows & Mac OS X) o Modify configurations, utilities, software default settings, etc. for the local workstation Office Support / AV: o Manage AV equipment (microphones, cameras, etc) for local and broadcasted meetings over video conference o Assistance and troubleshooting on IT-related equipment: phone system, videoconference system, mobile phones and Local assistance for local infrastructure management (network equipment – routers, switches, firewall-, branch office server) under central team supervision: o For proactive or corrective maintenance, o Or projects requiring local rollouts o Or office projects: new offices, moves, office extensions. o Contribute to team knowledge management by documenting troubleshooting and problem resolution steps Local asset management: o Manage asset inventory and anticipate hardware needs o Proactively identify end of life user workstations and coordinate replacement

Who you are

• 3-5 year experience in IT Service Desk environment, in a fast-paced though structured environment
• Experience supporting R&D / Engineers
• Self Motivator; able to work alone in a remote location
• Be able to prioritize and follow up issues with method and efficiency
• Excellent communication and excellent reporting skills
• Good level of autonomy
• Fluent English a must, Knowledge of French is a plus
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 2013/2016 (particularly Outlook) and ideally Office 365
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
• Good knowledge and experience of mobile phones (iPhone, Android, etc.) for system configuration (email settings, certificates deployment, application installation, etc.)
• Good knowledge and experience of Apple Mac OS X, within a Windows environment (Active Directory integration, File/Print server, etc.)
• Knowledge of network configuration on workstations (DNS, TCP/IP and other networking concepts)
• Knowledge of AV equipment is a plus
• Ability to write technical documentation to feed the Service Desk knowledge database
• Knowledge of a ticketing system and Service Desk procedures

Why work for us? We are innovative, passionate,fearless, creative, driven, and adaptable. Our core values are at the heart of who we are. We have a spontaneous and vibrant culture, and we truly believe in team spirit and collaboration. Why work for us? 100% premium coverage of Healthcare Plan. When apples aren’t enough Competitive compensation . Be fancy Career advancement with global mobility opportunities . A little bit of “Je ne sais quoi” Vacation policy. Because your mom misses you Happy hour, snacks, arcade/game rooms. Drink. Be merry Travel & reimbursement options . Until jetpacks are a thing 401(k) fully vested matching. Basically free $ #LI-BW At Criteo, we dare to be different. We believe that diversity fuels innovation and creates an energy that can be seen and felt all over Criteo. We champion different perspectives and are committed to creating a workplace where all Criteos are heard and feel a sense of belonging. Criteo collects your personal data for the purposes of managing Criteo's recruitment related activities. Consequently, Criteo may use your personal data in relation to the evaluation and selection of applicants. Your information will be accessible to the different Criteo entities across the world. By clicking the "Apply" button you expressly give your consent. Apply for this job