What are the responsibilities and job description for the IT Service Desk Analyst position at Criteo?

IT Service Desk Analyst

New York, NY

About CRITEO [CRTO]

Criteo (CRTO), the leader in commerce marketing, is building the highest performing and open commerce marketing ecosystem to drive profits and sales for retailers and brands. 2,700 Criteo team members partner with 16,000 customers and thousands of publishers across the globe to deliver performance at scale by connecting shoppers to the things they need and love. Designed for commerce, Criteo Commerce Marketing Ecosystem sees over USD 550 billion in annual commerce sales data. For more information, please visit www.criteo.com.

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.

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. Eat. Drink. Be merry
Travel & reimbursement options. Until jetpacks are a thing
401(k) fully vested matching. Basically free $

Check out a day in the life at Criteo!

Role Overview

Within a global team, you are responsible for providing frontline user support to our New York office, but also to all other US (currently Palo Alto, San Francisco, Los Angeles, Boston, Ann Arbor, Chicago, Miami) & Brazil (Sao Paulo) offices, with the help of other team members located in California, New York and Boston. You will report to the Regional Service Desk Manager for Americas, 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 will you be doing?

Frontline incident and request management

Monitor the ticketing system for incoming requests, process issues.

Log issues and track even when users come directly to you.

Efficient support to users including senior management and executives

Troubleshoot and address issues directly as much as possible workstation issues, basic network issues (local network, Internet, Wi-Fi)

Escalate to central teams when required, take ownership and represent the user to ensure the requests are processed.

Communicate to the user on progress in a timely manner

Document issues, analysis, progress, solution in the ticketing system

Ensure processes are followed.

Training to users

Assist with onboarding of new users

Provide basic in-house training in MS Office applications used (Word, Excel, Outlook, PowerPoint), VC (Lifesize, BlueJeans…) and collaborations suite (OneDrive, O365 groups, etc.)

Workstation setup management :

setup and deployment for new employees using standard hardware, images and software (Windows & Mac OS X)

Modify configurations, utilities, software default settings, etc. for the local workstation

Assistance and troubleshooting on IT-related equipment : phone system, videoconference system (Lifesize, BlueJeans…), mobile phones and tablets

Local assistance for local infrastructure management (network equipment – routers, switches, firewall-, branch office server) under central team supervision :

For proactive or corrective maintenance,

Or projects requiring local rollouts

Or office projects : new offices, moves, office extensions.

Contribute to team knowledge management by documenting troubleshooting and problem resolution steps

Local asset management :

Manage asset inventory and anticipate hardware needs

Proactively identify end of life user workstations and coordinate replacement

What do we NEED?

5 years of experience in IT Service Desk environment, in a fast-paced though structured environment (processes)

Be able to prioritize and follow up issues with method and efficiency

Excellent communication and excellent reporting skills

Good level of autonomy

US Citizen

Native English speaker

Knowledge of French or Portuguese is a plus

Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 / 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 (Blackberry, 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)

Ability to write technical documentation to feed the Service Desk knowledge database

Knowledge of a ticketing system and Service Desk procedures

Criteo, the global leader in scalable personalized retargeting solutions, is growing their U.S. Operation and looking for aggressive and motivated professionals with varying levels of experience to be an integral part of our continued success.

Criteo is transforming digital advertising into a relevant user experience!

For more information, please visit Find us on LinkedIn and learn more about us at Glassdoor!

Criteo is an equal opportunity employer.

LI-LW1

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