Poste :
If you want to be part of the HCL adventure, we are currently expanding and looking for a Service Desk Analyst to join our dynamic team in our Global Delivery center in Morocco.
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.
