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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Technician - **Company:** Curium Pharma - **Location:** Paris, France - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Microsoft Windows, Active Directory, Business Software, Microsoft Outlook, Collaborative Software, Domain Name System (DNS), Virtual Private Networks (VPN), System Center Configuration Manager, Networking Basics, Microsoft PowerPoint, Remote Service Software, Microsoft SharePoint, TCP/IP, Wi-Fi Technology, Peripherals, Microsoft InTune, Microsoft Onedrive, Deployment Automation, GXP - **Published:** July 2, 2026 - **Apply:** https://fr.indeed.com/viewjob?jk=da52ea65d5079953 ## About the Role * Bachelor's degree in IT (or equivalent professional experience). * 2+ years in a Service Desk / IT support role in an international environment. * Demonstrated experience working with ITSM processes (Incident, Request, Knowledge) and SLAs. * Strong troubleshooting skills on Windows and common end-user hardware/peripherals. * Good knowledge of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint). * Familiarity with identity and access concepts (Active Directory / Entra ID), MFA and basic security hygiene. * Experience with remote support tools and endpoint management basics (Intune / Autopilot / SCCM) is advantageous. * Basic networking knowledge (TCP/IP, DNS, Wi-Fi, VPN, connectivity troubleshooting). * Excellent customer service mindset; ability to prioritise and work under time pressure. * Fluent in English (written and spoken); additional languages are a plus. Nice to have Experience/Skills: * Hands-on experience with Freshservice (or equivalent ITSM tool) including knowledge article creation. * ITIL Foundation certification or practical ITIL experience. * Experience supporting Teams telephony/conferencing room equipment. * Exposure to regulated environments (GxP) and validated processes. ## Description Serve as the first point of contact for Curium employees and partners worldwide, providing timely, high-quality technical assistance through the Global Service Desk. Log, diagnose, resolve and/or escalate incidents and service requests in line with agreed SLAs, while contributing to knowledge and continuous service improvement., * Provide first-line support via Freshservice, phone, chat and email; ensure accurate ticket creation and lifecycle updates. * Troubleshoot and resolve incidents related to end-user devices, operating systems, Microsoft 365, collaboration tools and approved business applications. * Fulfil service requests (software installation/configuration, access requests, equipment requests) following standard procedures and security policies. * Support user onboarding/offboarding: account setup coordination, workstation readiness, and user guidance on core tools and security best practices. * Use remote support tools to assist users; collaborate with local IT/field services when hands-on intervention is required. * Escalate complex issues to the appropriate resolver groups (workplace, network, server, security, applications) with clear diagnostics and evidence. * Create and maintain knowledge base articles, procedures and troubleshooting guides; contribute to reducing repeat incidents. * Maintain accurate asset and user device records in Freshservice and ensure data quality for reporting and compliance. * Communicate clearly and professionally with users, providing status updates and setting expectations throughout the resolution process. * Participate in shift coverage and (where applicable) on-call/major incident support according to the Global Service Desk operating model. * Backfill the field service desk technician on request. ## Related Videos - [Blueprints for Success: Steering a Global Data & AI Architecture](https://www.wearedevelopers.com/videos/1577-blueprints-for-success-steering-a-global-data-ai-architecture) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) ## Related Articles - [Best Companies to Work For in Paris: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/190-best-companies-to-work-for-in-paris-top-25-companies-in-2023) - [Best Companies to Work For in France: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/189-best-companies-to-work-for-in-france-top-25-companies-in-2023) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer)