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Job Description
- Telephone support and/or shift hours mandatory
- Provide timely and professional technical support for all IT incidents received by phone or through the web self-service tool.
- Respond to all escalations on a timely manner in line with the Incident Handling Policy.
- Provide updates to the customers per the Incident Handling guidelines.
- Updates include managing updates notifications, Email and Telephone communication.
- Diagnose incidents utilizing administration tools or remote control utilities to troubleshoot PC, operating system or system incidents
- Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner.
- Perform technical escalations in line with Incident Handling policy
- Ensure incidents are routed to the proper next level/organization as part of the incident management process
- Liaise with other relevant departments e.g. Office IT, Infrastructure, Security, Data Center, etc. to ensure all incidents are managed properly
- Maintain a good degree of technical knowledge of all Orange Business Services IT services and applications.
- Maintain a thorough understanding of the tools, systems, and processes required to provide quality customer support.
- To resolve by himself/herself most of the incidents relevant to the scope of expertise.
- Undertake any other reasonable task as assigned
Job Requirements
- Customer Service orientated, customer focused with good customer service skills.
- Ability to multitask Good PC troubleshooting background Good troubleshooting logic to isolate the fault.
- Years of experience Required: 0–3 years
- Engineering major is a must
- At least one formal technical qualification related to Office IT, infrastructure, OS, Data Base
- Fluent in spoken and written English and French is a plus
- Team work, Simplicity, Agility, Flexibility, Adaptability, result driven and Autonomous
- Good communication skills and multi culture understanding
- Prioritization and time management
