French-speaking IT Tech Support - International BP

2 years ago4033 views
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General Details
Advertised By:Agency
Company Name:ABC Worldwide
Job Type:Full-Time
Description

The IT Service Desk Analyst will provide first line technical support to users. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of user’s problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.

Location: Hungary or Romania - Europe Are you willing to relocate to Europe?

Start Date:

  • January – 3-4 months’ Training and probation in South Africa Salary: R7 000 (in SA)

Once Visa issued

  • Relocate to Europe Salary: +/- Euro 1050 (Euro 650 after Tax)

Benefits:

  • Medical Aid
  • Vacation Bonus 3.5%
  • Daily Meal Tickets
  • 20 days off

 

Key responsibilities

? Act as a single point of contact for phone calls, chat and emails from users regarding IT issues and queries

? Record incident resolutions in the Help Desk tool based on user communication via phone, email, chat etc.

? Ensure that issues are resolved within ticket life cycle

? Co-ordination between users and resolver groups (if necessary)

? Incident handling and escalation management

? Work independently and within a team

? Communicate well with internal and external contacts

? Manage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team members

? Adhere to Tech Mahindra and client’s procedures, policies and guidelines

? All KPI related tasks must be followed & adhered to avoid business impact

? To ensure that breaks are pre-approved by SME, Team Leader or Manager

? Strong problem resolution skills

? Escalate unresolved calls to the resolution support team

? Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

? To maintain a high degree of customer service for all support queries and adhere to all service management principles

? Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI

 

Requirements:

 

  • Minimum High School
  • Excellent communication skills in French (oral and written)
  • Typing Speed – 30 words per minute
  • Previous Customer Service Experience
  • Valid work Permit
  • Valid Passport
  • Sense of responsibility
  • Independent and customer friendly
  • Certifications (Optional) ...
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