SpA(C)cialiste Service Desk

Cegedim Service Center
Cu normă întreagă Zi plină
București

  • Bonne maitrise des langues A(C)trangA-res : FranA-ais aEUR" niveau B2/C1 ; Anglais aEUR" niveau B2/C1

  • Connaissances sous systA-mes d'exploitation Windows et UNIX / LINUX et aussi des rA(C)seaux (LAN / WAN) et tA(C)lA(C)communications

  • Constituent un plus : connaissance des bases de donnA(C)es, du domaine de la messagerie, et de l'Active Directory

  • Bonne maitrise du processus global de rA(C)solution des incidents et expertise dans la relation client

  • Faire preuve d'une grande rigueur et avoir le sens de la confidentialitA(C)

  • CapacitA(C) d'apprentissage et d'A(C)coute, esprit analytique.

  • Enregistrer les sollicitations des utilisateurs (demandes de service, incidents dA(C)clarA(C)s ou information) via tA(C)lA(C)phone ou outil de ticketing

  • Assurer le traitement A distance des incidents dans le respect des procA(C)dures et des dA(C)lais impartis (dA(C)lai de rappel, dA(C)lai de rA(C)solution en particulier)

  • Intervenir sur les sites pour corriger les dysfonctionnements en prise de main A distance

  • Remonter vers le superviseur et/ou le niveau 2 toute information susceptible d'amA(C)liorer la qualitA(C) et la rA(C)activitA(C) des interventions

  • Transmettre aux structures support concernA(C)es les sujets qui ne relA-vent pas des compA(C)tences du technicien de support

  • Assurer le suivi des incidents en relanA-ant si nA(C)cessaire les acteurs impliquA(C)s dans le traitement et vA(C)rifier que la solution mise en place est fiable

  • Mener des enquA-tes de satisfaction auprA-s des clients et surveiller les informations relatives A leur satisfaction tout au long du traitement de leur incident

  • Collaborer A l'A(C)laboration et A l'enrichissement de la base de connaissance (reporting)

  • Proposer des solutions d'amA(C)lioration et d'A(C)volution des processus.

Cum se aplică

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