French-speaking IT Tech Support - International BP

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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