IT Service Quality Assistant & Support
ALTEN
Employer Active
Posted 6 hrs ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
In this role, your main responsibilities will be: Level 2 Support & Assistance: Handling and prioritizing user web requests. Analyzing and resolving complex requests. Proposing workarounds when necessary. Coordinating with tribes, squads, and partners. Documenting and enriching the knowledge base. Incidents & Quality of Service: Actively participating in web incident management. Communicating to business units in under 30 minutes. Contributing to post-mortems and action plans. Continuous Improvement & Strategic Focus: Monitoring Quality of Service KPIs. Participating in QoS and CAB meetings. Addressing the challenge of shifting Google My Business to level 1 (target 01/01/2027).
Desired Candidate Profile
Degree: Master's (Bac+5) Experience: 3-5 years in e-business/digital/web. Skills: Level 2 or 3 user support. Experience in incident management. Customer-focused, rigorous, and analytical. Good level of English (incident conferences). Key tools: ServiceNow, Jira, Piano Analytics, Dynatrace, ELK, OSIA
Company Industry
- IT - Software Services
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- IT Service Quality Assistant & Support
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ALTEN
ALTEN MAROC, a subsidiary of the world leader in engineering and technology consulting, established in 2008 and with offices in Fez, Rabat, Tetouan, and Casablanca, currently employs over 2,200 people and aims to reach a center of excellence of 3,300 ALTEN employees by the end of 2027. It has established itself as a strategic player in supporting the professional development of engineers. Our mission: To meet the technological ambitions of our major international clients in the automotive, rail, R&D and IT, telecommunications, and media sectors. Joining ALTEN MAROC means becoming part of an ecosystem of excellence and benefiting from: A personalized and progressive career path; An ambitious skills development policy; A stimulating, collaborative, and meaningful work environment
https://jobs.smartrecruiters.com/ALTEN/744000129980019-assistant-e-support-qualite-de-service-it
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