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Private Jobs / Private Sector
Orange Business Services Hiring for Customer Service Analyst at Gurgaon Full Time
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About the role
About you
Additional information
Department
Contract
About the role
Mission / role purpose
Provide support to Service desks agents and Service Delivery managers on the ITSM and CMDB tools they are using. Requests can also come from Customers with a first qualification step done by the Service desks.
- Support via ticketing tool to debug, configure, or help on ITSM and CMDB tools: Portex, PEX, MySupport, MySM, Oceane, Swan, Brise, Cloud Store, DNT, JIRA, ELK.
- Respect the objectives (SLO) on each request.
- Referent of the team on one or several specific tools.
- Working on close collaboration with L3 OCB TDM team, Cloud Store L3 support team and Portals OCB Key-Users.
- Feeding the ticketing tool with necessary information to give answers to ticket requesters.
- Reporting any bug encountered on tools to L3 OCB TDM, L3 Cloud Store support team or Portal OCB Key-users.
- WIKI knowledge base to improve and modify to permit Service desks agents and Service Delivery Managers to be more autonomous on ITSM and CMDB tools.
Skills Profile
§ Mandatory skills
O Technician with minimum of 3 years in Service Desks jobs related
O IT tools good knowledge: Oceane, Swan, DNT
O Fluent English
O Good communication and writing skills
O Highly rigorous, meticulous, and persevering
§ Skills highly appreciated
O Other IT tools knowledge: PEX, MySM, MySupport, Portex, Brise, Cloud Store, JIRA, ELK
O French speaking
O Educational skills
O Knowing working on a transversal function
O Knowing working within a team located on different countries and culture
O Curious and dynamic
O IT and new technologies interest
About you
Additional information
Department
Orange Cloud for Business
Contract
Regular