Job title: Service Desk Agent | Rabat (Maroc)
Entreprise:
Description: Entreprise :HCLTech is a global technology company, home to more than 227,481 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending March 2024 totaled $13.3 billion. To learn how we can supercharge progress for you, visit hcltech.com.We have been recognized as a Global Top Employer by the Top Employers Institute for the second time in a row for outstanding HR policies and best practices worldwide. We have also been certified as a Top Employer in 26 countries across three regions, Asia Pacific, Europe & Africa and North America.These accolades re-affirm our commitment to our people by helping them maximize their potential and building an inclusive and progressive workplace that help our employees find their spark. To learn how we can supercharge progress for you, visit hcltech.com/careers.HCLTech ‘s Global Delivery center in Morocco was launched in 2022, currently developing our tech presence in Sala Al Jadida (Technopolis Rabat Shore).HCLTech received « Feel Good » 2024 label at the 2024 Employer Brand ceremony for having a transparent communication around their corporate culture.Poste :
- Handling Client Queries and issues with respect to Windows Operating System, Printer, Application and Software.
- Handling tickets through Calls, Chats, and Web modules.
- Address Request and Incidents as an when they are assigned.
- Picking up Chats and Calls in the agreed time frame as agreed with the client within agreed SLA.
- Closure of SD incident and Task in a timely fashion.
- Propose KB articles and bridging the Knowledge GAP.SLA adherence of all Incident tickets and Request Tasks assigned.
Profil recherché :
- To maintain high login Efficiency (Availability) for customers.
- To provide level 1 remote desktop support to resolve tickets or 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 worklogs 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.
Adresse de notre siège : TechnopolisTraits de personnalité souhaités :Recherche de nouveauté Volonté de persuasion Rationalisme Ambition Improvisation Besoin de réflexion Besoin d’autonomie Implication au travail
Salaire :
Emplacement: Rabat
Date : Sun, 21 Jul 2024 04:59:13 GMT
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