Service Desk Analyst
Found in: Jooble CA O C2 - 1 week ago
Compétences Techniques :
- Répondre aux demandes des clients par le biais d’appels entrants, d’e-mails, de chat et de tickets web dans le respect des SLA définis.
- Enregistrer les interactions à l’aide de l’outil de ticket avec la classification appropriée.
- Effectuer le déverrouillage de comptes et la réinitialisation de mots de passe conformément au processus défini.
- Transmettre les tickets aux groupes de support après avoir recueilli les informations nécessaires.
- Consulter la base de connaissances et effectuer le dépannage conformément au processus défini.
- Suivre et clore les incidents pour garantir la satisfaction du client.
- Diagnostiquer, vérifier, enregistrer et signaler les temps d’arrêt et fournir une notification immédiate pour tous les incidents.
- Diagnostiquer et résoudre les problèmes de virus qui peuvent être résolus à l’aide de l’outil antivirus déployé.
- Réinstallation des packages d’applications corrompus ou supprimés par les utilisateurs.
- Gestion des incidents, des problèmes et des changements dans l’environnement des utilisateurs finaux (EUC).
- Fournir une assistance technique et une formation aux utilisateurs finaux sur les systèmes d’exploitation informatiques et les applications standard.
Compétences en Processus :
- Excellentes compétences en communication verbale et écrite en anglais.
- Motivé, proactif et capable de travailler en équipe.
- Capable de travailler efficacement dans un environnement d’équipe avec des membres techniques et non techniques.
- Communication efficace avec d’excellentes compétences de questionnement.
- Expérience dans la gestion des appels dans une grande organisation, la navigation dans les connaissances et le dépannage dans un environnement de centre d’assistance à grande échelle.
- Connaissance des méthodologies ITIL, telles que la gestion des incidents, des demandes et des problèmes.
- Connaissance technique des protocoles, systèmes d’exploitation et normes actuels.
- Connaissance de toutes les applications logicielles utilisées au sein de l’organisation.
- Capable de travailler efficacement dans un environnement d’équipe avec des membres techniques et non techniques.
- Capable de travailler avec un minimum de supervision.
- Capable de gérer efficacement son temps, de définir correctement les priorités et de rendre des comptes.
- Capable de travailler conformément aux procédures opérationnelles standard du client.
- Connaissance de Office 365.
Compétences Comportementales :
- Image et présentation professionnelle.
- Confiance en soi et compétences interpersonnelles.
- Compétences analytiques et résolution de problèmes.
- Compétences d’écoute solides.
Diplôme universitaire ou poursuite de la dernière année de graduation.
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