Analyste en assistance technique

Publié il y a 1 semaine

Position Description :  Service Desk Analyst L1 Grade: PA

Qualification : Any Science / Technical Diploma or Graduation

Roles & Responsibilities

  1. Handling end user calls, chat, email, Web Tickets
  2. Provide first level resolutions
  3. Ticket creation/Categorization / Prioritization
  4. Ticket escalation to respective Support Group
  5. Incident resolution and recovery
  6. Ticket Closure

Experience (No of years) 1+ year experience in 24×7 operations (Candidates earlier worked in technical contact/call centers in a voice support process must)

Overseas Experience Not Applicable

Desired Skills

  1. Excellent French and English communication skills and customer management experience
  2. Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
  3. Willing to work in 24×7 environment
  4. Good Analytical & Coordination skills are essential.
  5. Basic Customer service skills
  6. Basic understanding of Computers and Trouble shooting skills required.
  7. Customer service orientation and ability to work in a team
  8. Good interpersonal and communication skills
  9. Customer service orientation and ability to work in a team
  10. Excellent Soft skill, Communications skills(Voice & Email) to handle global customers
  11. Strong keyboard skills
  12. Ability to perform in adverse situations

Technical Skill

  1. Troubleshooting skills on desktop and shrink-wrapped applications(MS office, Adobe, Apple, Google, etc)
  2. Troubleshooting skills on VPN connectivity, dial up , wireless routers
  3. Knowledge on active directory, domain controllers etc
  4. Exposure to password reset tools
  5. Troubleshooting experience using remote control tools
  6. Trouble shooting skills and experience in handling Exchange(Outlook)/Lotus Notes environment

Management Skills

  1. Skills in written and verbal communication.
  2. Skills in managing multi vendor environment and ability to work with various resolver groups in driving the speedy resolution

Mandatory Skills

  1. Knowledge/exposure on ticketing tools like Remedy, ServiceNow, CA helpdesk, HPSM & Remote tools like VNC, DameWare, Netmeeting, Microsoft Share point etc
  2. Good communication skills and customer management experience
  3. Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
  4. Willing to work in 24×7 environment
  5. Troubleshooting skills on desktop and shrink-wrapped applications(MS office, Adobe etc)
  6. Troubleshooting skills on VPN connectivity, dial up , wireless routers
  7. Knowledge on active directory, domain controllers etc
  8. Exposure to password reset tools
  9. Troubleshooting experience using remote control tools
  10. Trouble shooting skills and experience in handling Exchange (outlook)/Lotus Notes environment.

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