Ticketing Processing

The tickets may be identified viadifferent supports and tools: Pamir, Helpdesk ticketing tool, functionalmailbox, SharePoint platform, others ThroughIT systems PAMIR, Helpdesk ticketing tool, etc.… (not exhaustive) Tasks:• Daily view and process on ticketsfrom several perimeters, from several tools• Provide answers (solutions) totickets in the expected delay• Participate to weekly meetings withthe support team on the same application.• Opening of "issues" in theappropriate tool so that ICT can fix problems if necessary.• Identify enhancement requests fromtickets and share them with support and business needs team • Create and updateITEM (FAQ) for most common problems to define necessary information to analyzea given problem or provide immediate answers for known problems.• Update "issue ticket" and itscorresponding "item" with cross references (issue number in the item and itemnumber in the issue) for an easier identification• Update the new cases in the documentdescribing steps and controls to analyze tickets for a given problem, customereffect, checks to operate, applications to use • Opening on incidents at helpdesk for urgentproblems• Follow up and relaunch on theincidents affecting the systems on their scope and its interfaces • After production deliveries, identify theexisting tickets from dealers that can should solved and provide theappropriate feedback. • Participate or organize meetings withsupport teams to manage complex items: increase the knowledge base by addingthe inputs from the support team• Participate to user acceptance tests• Participate to communicationvalidation• Communication, monitoring andtraceability of exchanges with ICT Build and RUN  on "issues" identified• Define with the support team top 10issues to be managed on priority regarding dealers' feedback • Supply of indicators for Jira monitoringRequestsperformed via functional mailboxes : EPC licenses mailbox, confidential code accessrequests, service box access contact, my dealership requests, etc.… (notexhaustive)Associatedactions: • Consult daily the functional mailboxes andprovide answers on the expected delays• Tracking of the activity byarchiving the mails per functional category• Define requests categories• Improve requests identificationsystem• Propose good practices around therequests• Create documents that help users toget automatic answer if possible (well -known subjects)• Identify methods to manage quickerusers' requests (power automate, excel files, forms ProfilRequiredprofile:You have at least 4 years ofprofessional experience in the field.You have a taste for challenge, with a strongtaste for analysis and a good spirit of synthesis.Location: Casablanca/Rabat