Service Desk Analyst/Sr Analyst

il y a 2 jours

Rabat, Rabat-Salé-Kénitra, Maroc HCLTech Temps plein

Tasks:

  • To maintain high login Efficiency (Availability) for customers.
  • To provide level 1 remote desktop support to resolve tickets and provide hardware or software or network problem diagnosis or resolution via telephone or email or chat within agreed SLA of ticket volume and time.
  • To update work logs and follow shift or escalation process to escalate complex problem to appropriate support specialists or route problems to 2nd and 3rd level IT support staff as the case be.
  • Work on value adding activities such Knowledge base update and self-development.
  • To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
  • To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions or Reopen Cases.

Daily Activities:

  • Provide hardware/software/network problem diagnosis/resolution via telephone for end users customers
  • Route problems to internal support group
  • Coordinate and manage relationships with vendors and work closely with support staff to obtain technical knowledge
  • Administer and provide User Access in various systems
  • Use the Call Tracking System to document and manage problems, work requests and their respective resolutions and circumventions.

Soft Skills:

  • Excellent communication and conversation skills (both verbal and written)
  • Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations
  • Ability to acquire new information quickly and the willingness to do so at all times

Technical Requirements:

  • Understanding of the IT environment and readiness to learn new processes and technologies
  • Good working knowledge of Windows OS, MS Office, Internet browsers, Antivirus and Firewall software, PC hardware ITIL knowledge would be an asset

Language Requirements:

  • Excellent communication skills in Italian (oral and written)
  • Knowledge of English and Italian at B2 level at least

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