Service Desk Operator - 1725-SD1

Our client is launching its operations in Mauritius and is Europe's leading independent provider of IT infrastructure. The company is looking for dynamic candidates who speak French fluently and who are interested to work in an IT-related environment.

Responsibilities:

Day to Day Duties
. Fulfil certain daily tasks and duties on time as part of your roles and responsibilities.
. Always meet customer expectations 
. Communication internally and to customer should be on time.
. Reflected in work log
. Time Management

Business Conduct
. Professionalism when communicating to internal and external contacts/team members/management and customers

Ticket Logging
. To fully understand the client business environment and potential impacts and severities IT related incidents may have to both user and business.
. Accurate logging of all ticket information; ensure full understanding and interpretation of details provided by the enduser

Incident Management
. To be fully responsible for progression of each ticket logged on the ticket management system irrespective of End User geography, application or resolver group.  It entails:
. Regular end user/business management updates based on SLA
. Escalation within any support group or vendor to ensure real time visibility of ticket status
. Accurate updates to reflect all events/activities/checkpoints
. Managing changes in severity or business impact, communicate accordingly to defined country, regional, global business or support management teams and End Users
. Monitoring validity of status; e.g. with customer  according to SLA, ensuring management of clock is documented and the result is a true reflection of the End User experience

Mailbox management
. Management and maintenance of the mailboxes
. Correct logging
. Tagging emails

Proactive Improvements
. Proactive development of First Time Fix solutions, based on regular review of ticket details, trend analysis reports and technical expertise, to identify re occurring issues.
. Provision of Interactive Knowledgebase to all Support Groups, to ensure consistent, real time support to all endusers, regardless of time zone, location or system.

Third Party Management
. Facilitation and coordination of activities for all Client 3rd party vendors contracted directly to Client Global IT.
. Facilitation and coordination of activities for all local Client . Third Party Vendors within the supported geographies defined in Contractual Agreement.  

Technical Identification
. Technical expertise to both confidently problem determine or identify issues within the following areas;
. Basic desktop and printer troubleshooting experience; with relevant qualification
. Basic network trouble shooting

Profile:

. HSC, Computer Science.
. Good working knowledge of MS Office & Windows XP/Windows7
. 2 years in the Customer Service industry
. Basic trouble shooting abilities in the technical / Networking environment
. ITIL Foundation v 3 / Good understand of ITIL
. MCSE
. MCP Certified
. MCDST Certified
. Fluent in French Speaking
. A strong service oriented can-do culture, with a strong focus on the internal customer approach, committed to exceeding customer expectations. 
. Good communicator with the user environment. 
. Dynamic but aware of the views and feelings of others. 
. Able to operate as a good team player. 
. Drive and Energy. 
. Has an analytical and logical mindset when dealing with issues.  Demonstrate clear purpose, enthusiasm and commitment. 
. Be able to use varying styles of communication to suit the occasion and the audience. 
. Suggest new ideas within the team. 
. A high command of the English language both written and verbal is essential. 
. Self motivated with the ability to work unsupervised. 
. Attention to detail
. Punctuality
. Excellent verbal and written communication