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Dashlane

Dashlane simplifies and secures your digital identity across all platforms and devices.

Senior Service Desk Analyst
Paris, FR
Job Description / Skills Required

Dashlane is a web and mobile app that simplifies password management for people and businesses. We empower organizations to protect company and employee data, while helping everyone easily log in to the accounts they need—anytime, anywhere. A better digital future starts with secure access.

Our team in Paris, New York, and Lisbon is united by a strong sense of community and passion for improving the digital experience. Over 15 million users and 20,000 businesses in 180 countries use Dashlane for a faster, simpler, and more secure internet.

Dashlane is a web and mobile app that simplifies password management for people and businesses. We empower organizations to protect company and employee data, while helping everyone easily log in to the accounts they need—anytime, anywhere. A better digital future starts with secure access.

Our team in Paris, New York, and Lisbon is united by a strong sense of community and passion for improving the digital experience. Over 15 million users and 20,000 businesses in 180 countries use Dashlane for a faster, simpler, and more secure internet.

About the role:

2021 is an exciting year of transformation for the Dashlane IT organization. Focusing on finding new and innovative ways to support our employees, the Service Desk team is responsible for providing excellent customer service, troubleshooting, training, and all Technology-related issues.

Under the guidance of the Head of IT, the Service Desk Analyst is responsible for overseeing the Service Desk support team queue by responding to and resolving incidents and/or request tickets. The primary focus of this role is to monitor and triage issues, develop and maintain training, manage projects, provide guidance, handle escalations and create a work environment that is professional, collaborative, and enjoyable so service level goals can be achieved. This position will require balancing ticket resolution and project work.

This role will be based in our Paris office. We offer relocation support.

At Dashlane you will:

  • Monitor team metrics and address any bottlenecks/issues with ticket resolution
  • Focus on Service Level Agreements and ensuring the team is meeting commitments
  • Act as quality control for the team -- addressing team ticket quality, responsiveness, thoroughness, ticket hygiene, etc.
  • Develop, implement, and deliver instructor-led Information Technology training in classroom settings for enterprise systems, software, and environments
  • Maintain a high level of technical knowledge and expertise in Information Technology systems, software, and environments
  • Assess organizational software training needs and certification requirements
  • Perform all the hands-on tasks that we ask of the Service Desk technicians
  • Diagnose and fix employee-related problems related to hardware or software or systems access
  • Periodically Audit Conference Rooms in Paris office and ensure functionality
  • Work alongside office experience team to ensure optimal technical experience in Paris office
  • Maintain inventory levels of equipment and proactively manage software licenses

Requirements:

  • 2+ years of experience working experience in the Technology / Service Desk / Training field
  • 2+ years of experience building training articles and presentations for an organization
  • 2+ years experience supporting Windows 10, macOS, and mobile devices
  • Some experience working with/supporting tools such as Slack, Zoom, Microsoft Office 365, and Jira (or similar applications)

We're Also Looking For:

  • Innovation - A creative mind comes up with the most unique solutions to employee issues. At Dashlane, we are looking for candidates who think outside the box.
  • Flexibility - Working at a startup brings new challenges and experiences every day. The right candidate for this position is excited and ready to attack any task thrown at them.
  • Passion - More than a job, loving what you do, and being passionate about your work product sets you apart from the rest. We are looking for candidates who believe in what they do and put passion and energy toward it.

Diversity at Dashlane: 

As a truly international company—founded in Paris and split between Paris, New York, and Lisbon—Dashlane thrives off diverse perspectives. We value all aspects of diversity: gender identity, sexual orientation, ability, ethnic origin, social background, age, lifestyle, and more. We are committed to hiring a diverse community and fostering a culture where everyone is heard and belongs.

Your interview experience: 

To know what to expect once you’ve sent your application, read about how we interview and hire at Dashlane in this blog article written by our Talent team. Feel free to browse our blog to find more information about our product and how we work.