End User Support – IT Help Desk

About the role

Join JCDecaux as an End User Support professional, the first point of contact for IT service requests. You will provide basic technical assistance, log and track incidents, and ensure a smooth experience for end‑users across hardware, software and connectivity issues.

Key responsibilities

• Receive and respond to IT support requests via phone, email, chat and self‑service portal.
• Log, categorise and prioritise incidents in the ITSM system (e.g., ManageEngine) and keep users informed.
• Provide first‑line troubleshooting for hardware (monitors, keyboards, docking stations), software (Microsoft Office, browsers) and network connectivity (Wi‑Fi, printing).
• Escalate complex issues to Tier 2/Tier 3 or specialist teams in Australia and France, documenting steps taken.
• Contribute to the IT knowledge base and assist with inventory tracking of laptops and peripherals.

Required profile

• Customer‑focused with strong patience and communication skills.
• Ability to explain technical concepts to non‑technical users.
• Logical, analytical approach to diagnosing issues.
• Capacity to multitask and manage a busy queue of requests.

Required skills

• Familiarity with Windows and/or macOS operating systems.
• Proficiency with Microsoft Office suite.
• Basic understanding of computer hardware components.
• Experience with IT ticketing/ITSM tools (e.g., ManageEngine).
• Knowledge of Active Directory and Microsoft licensing is a plus.

What we offer

• Hybrid working arrangements.
• Additional week of annual leave after the first year (25 days total).
• Volunteer leave, celebration and wellness days.
• Bonus/OTE programs and market‑leading parental and fertility leave.
• Comprehensive training, development plans and access to online courses.
• Opportunities to join DEIB committees and CSR initiatives.