Service Desk Specialist FR&EN

Company Description

Choose a job that makes sense

EVERIENCE supports the companies’ digital transformation by combining the unique know-how of its teams with the most relevant technologies. Because the future of companies is closely linked to the success of its employees,

EVERIENCE supports 1,200,000 users for more than 200 companies. With 16 officies in Europe (Aix, Angers, Bruxelles, Bucharest , Frankfurt, Lille, Lyon, Milan, Montpellier, Nantes, Paris, Timişoara ) and in Tunis, EVERIENCE has a sustained growth and a turnover of 207 M€ in 2022.

Diversity is part of the company's DNA and developing the skills of its 3,600 employees is at the heart of EVERIENCE management.

Our main activities:

- Applications Functional Support (40%): Providing user support for standard applications such as SAP, Oracle, Salesforce, Cegid and for client-specific applications
- IT Service Desk (40%): Providing Premium experience in IT support for 250 000 users of Windows, Windows 10, Office and Office 365
- BPO (20%): Externalization of business processes, back-office activities within our specialization

Job Description

Job Purpose

Provide 1st and 2nd-line support for Microsoft 365 and Digital Workplace services, ensuring timely resolution of incidents and service requests while delivering an excellent end-user experience. Act as the first point of contact for users, perform initial troubleshooting, fulfill approved requests, and coordinate with support teams to restore service as quickly as possible.

Key Responsibilities:

- Act as the primary point of contact for users requiring IT support.
- Log, prioritize, and manage incidents and service requests through the ITSM platform, in line with ITIL processes and SLAs.
- Provide 1st and 2nd-line support, including diagnosis and troubleshooting of user-reported issues.
- Provide support for Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint, covering email, collaboration, file sharing, synchronization, and permissions.
- Support user onboarding/offboarding and Microsoft 365 usage-related requests.
- Troubleshoot authentication, access, MFA, account lockout, and sign-in issues.
- Process approved access and Microsoft 365 license requests, validating required approvals and following established procedures.
- Escalate complex or non-standard issues to the appropriate support teams while maintaining ownership and follow-up.
- Support Major Incident Management activities and coordinate timely communication with technical teams, vendors, and business stakeholders during service disruptions.
- Maintain knowledge articles, troubleshooting guides, and accurate ITSM documentation, contributing to knowledge sharing and continuous improvement.
- Ensure compliance with security, governance, and operational procedures.

Qualifications

- Spoken languages: fluent French and English (B2/C1);
- Experience in a Service Desk, Help Desk, or End-User Support environment.
- Experience supporting Microsoft 365 users and workplace technologies.
- Familiarity with authentication, access management, and MFA-related support activities.
- Experience managing incidents and service requests within an ITSM platform.
- Strong customer service and communication skills.
- Ability to effectively communicate with technical teams, business users, and external vendors.
- Understanding of ITIL service management practices is preferred.

Additional Information

What we offer:

- Permanent contract
- Competitive salary
- Performance bonus
- Expense account for holidays
- Meal tickets and gift vouchers
- Training opportunities
- Regina Maria medical package
- Extra vacation days

What about choosing much more than a job? #AJobThatMakesSense

All our positions are open to both women and men and are, of course, open to people with disabilities.