Spécialiste Service Desk

1 month ago

București, Romania Cegedim Service Center Full time

Mission :
Le technicien Service Desk est le point d’entrée privilégié des clients, sur les questions concernant le bon fonctionnement au quotidien des prestations SRH : utilisation des outils, problématiques techniques, demande d’accès, etc. Il traite les appels téléphoniques, mais aussi les solicitations par mail et tickets (dans la plupart des cas). 

Responsabilités :
- Enregistrer les sollicitations des utilisateurs (demandes de service, incidents déclarés ou information) via téléphone ou outil de ticketing- Assurer le traitement à distance des incidents dans le respect des procédures et des délais impartis (délai de rappel, délai de résolution en particulier)- Intervenir sur les sites pour corriger les dysfonctionnements en prise de main à distance- Remonter vers le superviseur et/ou le niveau 2 toute information susceptible d'améliorer la qualité et la réactivité des interventions- Transmettre aux structures support concernées les sujets qui ne relèvent pas des compétences du technicien de support- Assurer le suivi des incidents en relançant si nécessaire les acteurs impliqués dans le traitement et vérifier que la solution mise en place est fiable- Mener des enquêtes de satisfaction auprès des clients et surveiller les informations relatives à leur satisfaction tout au long du traitement de leur incident- Collaborer à l'élaboration et à l’enrichissement de la base de connaissance (reporting)- Proposer des solutions d’amélioration et d’évolution des processus.

Profil recherché :
- Bonne maitrise des langues étrangères : Français – niveau B2/C1 ; Anglais – niveau B1/B2- Maîtrise des outils bureautiques ; expérience sur le périmètre environnement bureautique (poste de travail, outils bureautiques, périphériques)- Connaissances des environnements sous systèmes d’exploitation Windows et aussi des réseaux (LAN / WAN)- Constituent un plus : connaissance des bases de données, du domaine de la messagerie, et de l’Active Directory- Bonne maîtrise du processus global de résolution des incidents et expertise dans la relation client- Faire preuve d’une grande rigueur et avoir le sens de la confidentialité- Capacité d’apprentissage et d'écoute, esprit analytique.

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