Ticketing Processing

The tickets may be identified via different supports and tools: Pamir, Helpdesk ticketing tool, functional mailbox, SharePoint platform, others

Through IT systems PAMIR, Helpdesk ticketing tool, etc.… (not exhaustive) Tasks:

• Daily view and process on tickets from several perimeters, from several tools

• Provide answers (solutions) to tickets in the expected delay

• Participate to weekly meetings with the support team on the same application.

• Opening of “issues” in the appropriate tool so that ICT can fix problems if necessary.

• Identify enhancement requests from tickets and share them with support and business needs team • Create and update ITEM (FAQ) for most common problems to define necessary information to analyze a given problem or provide immediate answers for known problems.

• Update “issue ticket” and its corresponding “item” with cross references (issue number in the item and item number in the issue) for an easier identification

• Update the new cases in the document describing steps and controls to analyze tickets for a given problem, customer effect, checks to operate, applications to use

 • Opening on incidents at helpdesk for urgent problems

• Follow up and relaunch on the incidents affecting the systems on their scope and its interfaces

 • After production deliveries, identify the existing tickets from dealers that can should solved and provide the appropriate feedback.

 • Participate or organize meetings with support teams to manage complex items: increase the knowledge base by adding the inputs from the support team

• Participate to user acceptance tests

• Participate to communication validation

• Communication, monitoring and traceability of exchanges with ICT Build and RUN  on "issues” identified

• Define with the support team top 10 issues to be managed on priority regarding dealers’ feedback

 • Supply of indicators for Jira monitoring

Requests performed via functional mailboxes :

 EPC licenses mailbox, confidential code access requests, service box access contact, my dealership requests, etc.… (not exhaustive)

Associated actions:

 • Consult daily the functional mailboxes and provide answers on the expected delays

• Tracking of the activity by archiving the mails per functional category

• Define requests categories

• Improve requests identification system

• Propose good practices around the requests

• Create documents that help users to get automatic answer if possible (well-known subjects)

• Identify methods to manage quicker users’ requests (power automate, excel files, forms

Profil

Required profile:

You have at least 4 years of professional experience in the field.

You have a taste for challenge, with a strong taste for analysis and a good spirit of synthesis.

Location: Casablanca/Rabat