HELPDESK AGENT REQUIRED
General Purpose of Job - Mission
The Helpdesk will be maintained on a 14 x 7 basis (Three shifts). The main motivation of the helpdesk is to provide customer satisfaction at all time, this will consist of understanding the customers / agents problem very quickly, analyzing the issue & providing him/her with a solution or time frame of solving the issue. It is the helpdesks responsibility of providing a value added service to the customer/agent.
Essential Duties and Responsibilities
Manage service requests originating from users. Attempting to solve issues with immediate effect or escalate to the next support level and monitor the request until closure.
Assess priority of service requests & recording the call by the means of an application whiles creating a ticket (Service Requests).
Communication with user with regards to Service Request status.
Ensure Service Level Agreements are maintained.
Follow defined processors to maintain service continuity.
Participate in the application testing and validation of new requirements, particularly regional specific developments.
To ensure time-sheets are timely completed and submitted
Continuously update operational data for measurement accuracy across all relevant process areas
Defect testing and Login into IRIS as per defined Process.
Skills and Experience: [R] Required or [P] Preferred
• Highly motivated, enthusiastic and self-confident (R)
• Outstanding interpersonal communication skills (R)
• Ability to work on shift basis (R)
• Fluency in English (oral and written) must be of a high standard in terms of clarity and grammar
• Portuguese / Spanish speaking
• Computer literate (R)
• Bachelor degree (P)
Fax: +971 4 3903611
Email: ddc.careers@cma-cgm.com
More information is available on request