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HELPDESK AGENT REQUIRED

General Purpose of Job - Mission
The Helpdesk will be maintained on a 14 x 7 basis (Three shifts). The main motivation of the helpdesk is to provide customer satisfaction at all time, this will consist of understanding the customers / agents problem very quickly, analyzing the issue & providing him/her with a solution or time frame of solving the issue. It is the helpdesks responsibility of providing a value added service to the customer/agent.
Essential Duties and Responsibilities
 Manage service requests originating from users. Attempting to solve issues with immediate effect or escalate to the next support level and monitor the request until closure.
 Assess priority of service requests & recording the call by the means of an application whiles creating a ticket (Service Requests).
 Communication with user with regards to Service Request status.
 Ensure Service Level Agreements are maintained.
 Follow defined processors to maintain service continuity.
 Participate in the application testing and validation of new requirements, particularly regional specific developments.
 To ensure time-sheets are timely completed and submitted
 Continuously update operational data for measurement accuracy across all relevant process areas
 Defect testing and Login into IRIS as per defined Process.

Skills and Experience: [R] Required or [P] Preferred
• Highly motivated, enthusiastic and self-confident (R)
• Outstanding interpersonal communication skills (R)
• Ability to work on shift basis (R)
• Fluency in English (oral and written) must be of a high standard in terms of clarity and grammar
• Portuguese / Spanish speaking
• Computer literate (R)
• Bachelor degree (P)

Fax: +971 4 3903611
Email: ddc.careers@cma-cgm.com

More information is available on request