Service Desk Technician

Service Desk Technician

The Technical Support Specialist ensures the good monitoring / running / and support towards end-users on Supply Chain Operational projects/platform. He/She also ensures customer service relationship for the Operational applications portfolio within his/her perimeter in accordance with the company's procedures and with a constant concern for customer satisfaction.

Missions:

• Ensure timely incident management and support requests towards our end-users (verbal and written) on following perimeters:
• Events management, Incident management, Support request management, User creation management, Communication Management as per Project user needs, client follow-up within Orange, provide needful and useful information and support business functionalities of platform.
• Data workflow monitoring for multiple tools
• Ensure monitoring of data flows and integrations to cater for quality and up to date monitoring follow-up. Proactively communicating to flow owners in case of any incidents.
• Continuous improvement of service quality.
• Contributes in transversal projects and provides constructive feedback for quality service improvement by reporting to direct report or through participation in committees, weekly steercos and sharing sessions with experts and peers.
• Contributes to the functional use and support of different projects and platforms.
• Ensures that training received on the projects is documented and assessable. Responds to queries on subjects relating to reporting portfolio assigned to.
• Ensure good customer relationship and implement best practices and improvement plans onto day-to-day operations

Your Profile:

• Excellent communication skills (written and spoken) 
• Excellent customer relationship management skills are required
• Ability to build relationships with team located outside Mauritius
• Presentation skills
• Good time management, and organizational skills
• Teamwork, use of a team approach to solve problems when appropriate.
• A determination to process tasks according to pre-defined processes is essential.
• Ability to build relationships with peers and management levels and customers.
• Proactive, self-motivated and determined attitude.
• Flexibility in terms of working hours
• Ability to work under pressure & multi-task, using a team approach to solve problem when appropriate
• Results orientated, and problem-solving skills.
• Willingness to learn and expand knowledge
• Incident resolution
• Problem analysis and problem solving
• Knowledge of Service Level Agreements for Support Chain
• Excellent PC and application knowledge
• Experience in Advanced Technical Support or Testing would be an advantage