IT Helpdesk Technician

AXA Partners aims at becoming AXA Group preferred networks & service company and a powerhouse for partnerships development as a founding entity of AXA Partners. A key enabler for this business transformation will be the Helpdesk Technician in charge of supporting and maintaining workplace services for all entities within the region.

In partnership with business units, IT team, operations, HR, security, BCM and ITSCM areas, the role holder ensure workplace solutions are aligned against and follow best practices, group standards and security guidelines.

As part of the ServiceDesk team, the helpdesk technician is responsible for providing first level contact and convey resolutions to customer technical issues and queries. He/She oversees the local workplace services operations, including:

- Manage and troubleshoot incidents and service requests received at the Workplace and ServiceDesk area
- Provides technical assistance and guidance to Axa employees, including VIP at C-Level.
- Troubleshooting of technical issues on-site and remotely.
- Diagnosing issues with computer software, peripherals, hardware, and company specific solutions (i.e: MS O365 solutions).
- Providing basic usage computer training.
- Properly escalate unresolved cases to the next level of support.
- Deliver and maintain IT equipment, catalogue, and stocks.
- Track, route and redirect problems and queries to correct resources.
- Follow-up with customers, provide feedback and see problems through to resolution.
- Maintain, update, and improve technical documentation and procedures.

He / She will monitor the service operation with the outsourcing partners, providers, and IT team to ensure that workplace services meet business needs.

**Key metrics of the job**:

- Estimated number of users to support: 1.400
- Workplace services landscape:

- Hardware (laptops, desktops, peripherals, mobile devices)
- Fixed (Avaya) and Mobile Telephony (iOS & Android).
- Windows Ecosystem (Windows Client & Active Directory), Microsoft Office Applications, O365 Collaborative platform, Antivirus, SCCM, MDM (InTune)
- Company specific solutions (Oracle, Local CMS, VPN, etc.)
- Warning: those figures are indicative._

**Key **Responsibilities**

1) Run, operate, and maintain workplace platforms and services
- Provide technical support (L1) and assistance for the workplace platforms and services within the region.
- Manage & optimize the BAU activities.
- He / She follows the policies, procedures and best practices defined by the IT Operations team.
- Ensure AXA Partners’ IT Workplace related services are performing securely and efficiently within agreed metric.
- Maintain quality of service following organization standards such as Change Management, Incident, and problem management, among others
- Manage external partners and oversee relationships to ensure first class IT services, ensuring suppliers provide appropriate support.

2) Be part of the regional IT community
- Take part in the community to develop best practices and new standards.
- Take part in the training sessions to develop required hard/soft skills.
- Cooperate with the IT Ops team regarding the operation, management and delivery of other services and solutions within the IT technical landscape (workplace, systems, networking, virtualization, security, backup, storage, etc).
- Cooperate with Global IT Operation teams in the resolution and follow-up of incidents and requests
- Partnership with Application Development, IT Operations, Security and ITSCM to build and run solutions that meet business expectations.
- Cooperate with Security Information Office to ensure secure solutions.

LI-SP

**Your Profile** Technical Skills and Experience**
- Proven working experience in providing helpdesk technical and support services. Minimum of 5 years on similar positions.
- Possess extensive experience supporting a wide variety of hardware and software platforms, including desktops and laptops, printers, peripherals, Windows, Linux, OSX, Active Directory, Microsoft Office suite, O365 and mobile devices (iOS and Android) and company specific solutions (Avaya)
- Familiarity and understanding of Infrastructure Architecture and Operations.
- IT security knowledge
- Knowledge in generating process documentation
- Knowledge in ticketing systems (ServiceNow)
- Proven experience within ITIL organization
- Agile mindset

**Soft Skills**
- Function collaboratively as part of a fast-paced, client orientated team. Gather and analyze information skillfully. Work well in group problem solving situations
- Enthusiastic, dedicated to the challenge of helping other people. Customer service oriented
- Strong communication skills, active listening, and technical writing skills
- Ability to work under pressure, prioritize tasks and work within a defined timeline and to operate with changing priorities
- Resilience, capacity to work in a matrix environment and changing organization
- Business acumen skills
- Accuracy/quality fo