INCIDENT MANAGEMENT ANALYST
Descrição da oferta de emprego
• To provide a professional first technical point of contact for the customer.
• Basic and Medium complexity fault-related cases diagnose and/or repair by effectively utilising software diagnostics and other network/product utility programs.
• To ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process.
• To perform technical escalations in line with company procedure.
• To monitor systems, customer networks and products, and deal with alerts and events as appropriate.
• To liaise and refer issues to correct/relevant entities e.
.
other GCSC’s, PTT, IOC and other Vendors as appropriate.
• Document all troubleshooting and a case management actions via the electronic case management system.
Other (if applicable).
· Shift work may be required.
about you Excellent customer skills are required.
• Good interpersonal and communication skills.
• Good time management, and organisational skills.
• Ability to work under pressure.
• Ability to deal with multiple tasks.
• Team work, uses a team approach to solve problem when appropriate.
• A determination to process tasks according to pre-defined processes is essential.
• Ability to build relationships with peer and management levels both with clients and the company management.
• Proactive, self motivated and determined attitude.
• Good PC skills and application knowledge.
• Basic knowledge about ITIL.
• Problem solving skills.
• Tenacity.
• To be inquisitive.
• Flexibility in terms of working hours.
• Proficient in English and Portuguese.
department Global Delivery & Operations Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.
Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.
Detalhes da oferta
- Orange Business
- Indeterminado
- 05/09/2024
- 04/12/2024
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