Job Description

The tickets may be identified via different supports and tools: Pamir, Helpdesk ticketing tool, functional mailbox, SharePoint platform, others

Through IT systems PAMIR, Helpdesk ticketing tool, etc.... (not exhaustive) Tasks:

. Daily view and process on tickets from several perimeters, from several tools

. Provide answers (solutions) to tickets in the expected delay

. Participate to weekly meetings with the support team on the same application.

. Opening of "issues" in the appropriate tool so that ICT can fix problems if necessary.

. Identify enhancement requests from tickets and share them with support and business needs team . Create and update ITEM (FAQ) for most common problems to define necessary information to analyze a given problem or provide immediate answers for known problems.

. Update "issue ticket" and its corresponding "item" with cross references (issue number in the item and item number in the issue) for an easier identification

. Update the new cases in the document describing steps and controls to analyze tickets for a given problem, customer effect, checks to operate, applications to use

. Opening on incidents at helpdesk for urgent problems

. Follow up and relaunch on the incidents affecting the systems on their scope and its interfaces

. After production deliveries, identify the existing tickets from dealers that can should solved and provide the appropriate feedback.

. Participate or organize meetings with support teams to manage complex items: increase the knowledge base by adding the inputs from the support team

. Participate to user acceptance tests

. Participate to communication validation

. Communication, monitoring and traceability of exchanges with ICT Build and RUN on "issues" identified

. Define with the support team top 10 issues to be managed on priority regarding dealers' feedback

. Supply of indicators for Jira monitoring

Requests performed via functional mailboxes :

EPC licenses mailbox, confidential code access requests, service box access contact, my dealership requests, etc.... (not exhaustive)

Associated actions:

. Consult daily the functional mailboxes and provide answers on the expected delays

. Tracking of the activity by archiving the mails per functional category

. Define requests categories

. Improve requests identification system

. Propose good practices around the requests

. Create documents that help users to get automatic answer if possible (well-known subjects)

. Identify methods to manage quicker users' requests (power automate, excel files, forms

Profil

Required profile:

You have at least 4 years of professional experience in the field.

You have a taste for challenge, with a strong taste for analysis and a good spirit of synthesis.

Location: Casablanca/Rabat