Desktop Support Analyst

We’re looking for an experienced 1st / 2nd Line IT Support Technician to join our team in Paris , supporting users within a legal-sector environment .

🔧 The Role

You’ll provide high-quality 1st and 2nd Line IT support to users, resolving a wide range of technical issues across hardware, software, applications and legal technology

Key responsibilities:

• Provide advanced technical support via phone, remote access, and deskside support across multiple offices.
• Manage and resolve incidents in ServiceNow within SLA requirements, maintaining accurate documentation and updates.
• Diagnose and troubleshoot hardware, software, network, and mobile device issues, escalating complex incidents as required.
• Support laptops, desktops, printers, VoIP phones, iPhones, iPads, conference rooms, and video conferencing systems.
• Set up and configure IT equipment for new hires and provide user training and technical guidance.
• Manage security-related requests, account changes, password resets, and escalation of information security risks.
• Maintain IT asset inventories, leased hardware, server/IDF rooms, and technical documentation.
• Support major incidents, system maintenance, software updates, hardware replacements, and equipment lifecycle activities.
• Configure and maintain VoIP phones, meeting-room technology, and guest-office equipment.
• Deliver high-quality customer service while providing regular updates and feedback to IT management.

👤 About You

Essential:

• Fluent or advanced ability to read, write and speak both French and English.
• Minimum 2 years’ experience supporting technology in a medium to large firm, ideally a law firm or professional services environment.
• • Experience in support of Microsoft Office Suite 2019/365, particularly Word.
• • Knowledge of working in a Microsoft Active Directory and Exchange environment.
• • Technical knowledge of supporting Microsoft Windows 11 in a networked environment.
• • Proficiency supporting Citrix, including performance and connectivity issues.
• • Exceptional customer service skills