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The Senior Service Desk Technician is based in Paris, France, and provides advanced support to Cornerstone employees across the EMEA region. The role combines hands-on office support, regional Service Desk coverage, VIP ticket management, disciplined ITSM execution, endpoint and mobile expertise, proactive communication, and ownership of onboarding and offboarding activities. Deliver a consistent, professional, and measurable IT support experience from the Paris office while supporting the broader EMEA perimeter with strong ticket ownership, proactive communication, and high-quality user experience. In This Role You Will... ServiceNow, ITSM and VIP support Use ServiceNow as the system of record for incidents, requests, VIP tickets, tasks, escalations, work notes, and resolution documentation. Maintain clean ticket data: category, priority, impact, urgency, troubleshooting notes, communication history, escalation path, and final resolution. Manage VIP tickets with urgency, discretion, executive-ready communication, and disciplined follow-through. Promote ServiceNow self-service adoption by guiding employees to submit complete requests, track progress, and use knowledge articles. Advanced technical support Provide first- and second-line support for Windows OS, macOS, Microsoft 365, Teams, OneDrive, VPN, printers, meeting rooms, peripherals, Android and iOS mobile devices. Support Microsoft Entra and Jamf activities within approved processes for identity, endpoint, device, compliance, and access-related support. Use remote-control tools such as Bomgar / BeyondTrust or equivalent solutions to troubleshoot user issues effectively and document actions clearly. Troubleshoot mobile telephony issues, Android and iOS configuration questions, connectivity, applications, and user productivity blockers. Office-based and workplace support Work comfortably from the Paris office and provide face-to-face support for employees, desks, meeting rooms, AV, printers, peripherals, inventory, and hardware handover. Support meeting room readiness, common collaboration tools, printer availability, and local workplace technology in coordination with internal teams or vendors. Assist with hardware provisioning, device refresh, accessory handover, equipment return, asset tracking, stock accuracy, and mobile support. Lifecycle, projects and continuous improvement Manage onboarding and offboarding support activities so that access, devices, applications, and communication are handled with accuracy and timeliness. Participate in IT projects, pilots, office moves, technology deployments, meeting room improvements, service transitions, and process improvement initiatives. Contribute to SOPs, knowledge articles, ticket quality reviews, operational dashboards, and practical improvements to the EMEA Service Desk experience. Languages and collaboration Communicate clearly and professionally in business English with international users, senior stakeholders, and technical teams. Demonstrate a proactive, customer-first style: anticipate impact, provide timely updates, prevent avoidable escalations, and follow through until closure. Multitask effectively in a fast-paced regional environment while maintaining accuracy, professionalism, and strong service ownership. You Have Got What it Takes If you Have... A proactive, multitasking, customer-focused technician with strong business English, ServiceNow experience, Windows OS and macOS mastery, Microsoft Entra and Jamf confidence, mobile telephony knowledge, Android and iOS support experience, VIP ticket discipline, remote support capability, office support comfort, and the ability to collaborate across the EMEA region. Preferred Qualifications: ITIL Foundation, CompTIA, Microsoft, Apple, HDI, ServiceNow, Jamf, or endpoint management training; experience with printers, meeting rooms, AV, project coordination, corporate mobile support, asset lifecycle, onboarding, and offboarding.