Senior Service Desk Operator - 1725-SD

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 logs.
. 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.
. To ensure familiarity with client business imperatives, technologies and support processes. 

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

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 reoccurring issues

Problem Management
. Identify and manage multiple-related occurrences, creating higher level problem tickets and communicate progression of resolution to defined country, regional or global business or support management teams

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;
. Strong desktop and printer troubleshooting experience 
. Strong network trouble shooting
. Network administration
. Citrix administration

Profile:

. HSC
. 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
. MCP Certified
. MCDST Certified
. ITIL Foundation v 3 / Good understand of ITIL
. MCSE