54 Emplois pour Help Desk - Maroc

**Production**: - Assurer le contrôle des opérations qui vous sont confiées en optimisant la qualité de la prestation fournie. - Garantir la rentabilité de l’opération en suivant les indicateurs, conformément aux objectifs définis. -Être le garant de l'ouverture des tickets à leur résolution, dans le respect des SLA. - Assurer un suivi journalier des tickets d’assistances. - Effectuer les relances nécessaires pour faire aboutir le ticket. - Garantir 100% de rappel des appels perdus. - Contrôler la qualité de la saisie des tickets. - Prendre en charge les réclamations client par téléphone. - Garantir la qualité du contenu de l'échange : accueil, écoute et compréhension, reformulation, vérification de la satisfaction client quant à la réponse à toutes les demandes formulées et prise de congé. -Définir et mettre en place des KPI sur les temps de résolution et les typologies de tickets, clôturés ou escaladés, et sur le volume traité par collaborateur. - Effectuer une analyse et un reporting hebdomadaire des tickets et des appels. -Détecter, identifier et alerter son management quant aux incidents génériques. Management: - Piloter l’équipe pour atteindre les objectifs quantitatifs et qualitatifs. - Encadrer l’équipe de Conseillers clients (suivi du temps de travail, suivi des objectifs individuels et collectifs). - Assurer la montée en compétence individuelle de chaque membre de votre équipe. - Évaluer les compétences d’un point de vue qualité. - Réaliser des écoutes, assurer un suivi individuel. réaliser des tests de validation des acquis. - Animer le plateau et instaurer un climat positif et agréable (animations, réalisation de chalenge, être à des subordonnés,) - Gérer l'organisation du travail au quotidien, dimensionner les équipes, prendre en compte les absences, les évènements spécifiques et les besoins de renfort.
Profil Recherché
- Vous êtes d'une formation BAC +5 en informatique réseaux et systèmes de télécommunications.
- Vous justifiez d'une expérience de 5 ans et plus dans un poste en management technique, et idéalement en help desk d'un FAI.
- Vous êtes à l’aise avec les chiffres et les statistiques KPI. Vous savez les créer, les analyser, les expliquer et les utiliser.
- Vous aimez manager, communiquer et faire preuve de pédagogie.
- Vous êtes force de proposition et vous possédez les qualités requises pour dynamiser, motiver et challenger vos collaborateurs vers l’atteinte des objectifs.
- Mobilité

Avantages sociaux et autres
- Contrat CDI dès le démarrage, et CNSS.
- Formation à l'étranger intégralement prise en charge par My BPO, avec certification métier.
- Site idéalement situé à Arribat Center, bureau haut de gamme avec aménagement d'une terrasse pour votre confort.

Amplitude horaire
Lundi au Samedi, de 08h à 20h00

Réceptionner les appels clients. - Prendre en charge les demandes clients par téléphone, ticket ou mail. - Collecter les informations nécessaires pour identifier le besoin. - Apporter une assistance téléphonique personnalisée répondant à leurs demandes. - Identifier et qualifier les demandes techniques. - Diagnostiquer l’origine technique des dysfonctionnements de bout en bout. - Troubleshooting complet sur incident lié aux équipements Telecom /IP / réseau de l’offre du client. - Analyser et résoudre les incidents techniques dans le respect des procédures et des SLA. - A la demande du client effectuer les modifications de configuration et de paramétrage à distance. - Former le client à l’exploitation d’une fonctionnalité. - Être l’interlocuteur unique avec le client pour assurer le suivi des incidents ou des demandes. - Déclencher et piloter les intervenants internes et/ou externes afin de rétablir le service. - Assurer le suivi des incidents Opérateur Fibre & xDSL jusqu’à leur clôture. - Communiquer régulièrement avec les équipes du service technique. - Escalader les incidents non résolus vers les ressources du N2. - Détecter les incidents génériques et alerter. - Saisir clairement et de manière factuelle le descriptif de la demande client et des actions réalisées dans l'outil de Ticketing.

Profil Recherché
- Vous justifiez d'une expérience minimum de 3 ans et demi en tant qu'agents support technique N1.
- Vous avez de très bonnes connaissances techniques: Systèmes et réseaux, Cisco, Routeur,

Connaissance Fibre Optique et ADSL, Lan, Wifi, Voip,
et Réseau.
- Vous avez un excellent sens de l'argumentation.
- Vous êtes curieux de savoir et d'apprendre.
- Vous avez un esprit d’analyse développé.
- Vous maitriser parfaitement le Français à l'oral, avec une aptitude rédactionnelle claire et

synthétique.
Avantages sociaux et autres
- Contrat CDI avec CNSS dès le démarrage.
- Très bonnes conditions de travail avec des locaux haut de gamme, et une terrasse très bien aménagée.

Amplitude horaire
Lundi à Samedi de 8h00 à 20h00

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Service desk agent -Czech/Slovak to join our team in Casablanca, Casablanca (Dar el Beïda) (MA-CAS), Morocco (MA).
**Service desk agent -Czech/Slovak**
**Remote, Morocco**
**Competitive Salary + Benefits**
**Role Overview**
The Service Desk Agent advises and assists users over the phone and electronically in solving problems related to hardware, software, networks and peripherals using available technology. Screens, diagnoses, researches and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users.
**Role Responsibilities**
+ Identify issues, investigate root causes and recommend solutions to reported problems
+ Provide technical guidance in activities associated with identifying, prioritizing and resolving problems by telephone and e-mail
+ Screen, refer and diagnose internal inquiries and work requests relating to PC maintenance
+ May prepare help desk incident reports and assist in hardware and software evaluation
+ Participate in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner.
**Key Skills**
+ University education, preferably technical degree or Microsoft certifications;
+ Up to two years' experience that shows good knowledge of Microsoft Operating Systems local and remote administration and Microsoft Office family applications;
+ Experience of providing remote IT support;
+ Excellent communication and customer service skills;
+ Fluency in Czech/Slovak and English Languages;
+ Flexibility to work shifts.
**Benefits**
Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.
**About NTT DATA**
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com ( DATA endeavors to make_** **_ **_accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at_** **_ **_._** **_This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here ( . If you'd like more information on your EEO rights under the law, please click here ( . For Pay Transparency information, please click here ( ._**
**_#LI-EMEA_**

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Service desk agent -Czech/Slovak to join our team in Casablanca, Casablanca (Dar el Beïda) (MA-CAS), Morocco (MA).
**Service desk agent -Czech/Slovak**
**Remote, Morocco**
**Competitive Salary + Benefits**
**Role Overview**
The Service Desk Agent advises and assists users over the phone and electronically in solving problems related to hardware, software, networks and peripherals using available technology. Screens, diagnoses, researches and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users.
**Role Responsibilities**
+ Identify issues, investigate root causes and recommend solutions to reported problems
+ Provide technical guidance in activities associated with identifying, prioritizing and resolving problems by telephone and e-mail
+ Screen, refer and diagnose internal inquiries and work requests relating to PC maintenance
+ May prepare help desk incident reports and assist in hardware and software evaluation
+ Participate in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner.
**Key Skills**
+ University education, preferably technical degree or Microsoft certifications;
+ Up to two years' experience that shows good knowledge of Microsoft Operating Systems local and remote administration and Microsoft Office family applications;
+ Experience of providing remote IT support;
+ Excellent communication and customer service skills;
+ Fluency in Czech/Slovak and English Languages;
+ Flexibility to work shifts.
**Benefits**
Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.
**About NTT DATA**
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com ( DATA endeavors to make_** **_ **_accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at_** **_ **_._** **_This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here ( . If you'd like more information on your EEO rights under the law, please click here ( . For Pay Transparency information, please click here ( ._**
**_#LI-EMEA_**

**Req ID:** 335272
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Service Desk Agent Dutch-English to join our team in casablanca, Casablanca (Dar el Beïda) (MA-CAS), Morocco (MA).
**Service Desk Agent Dutch / English**
**Remote, Morocco**
**Competitive Salary + Benefits**
**Role Overview**
The Service Desk Agent advises and assists users over the phone and electronically in solving problems related to hardware, software, networks and peripherals using available technology. Screens, diagnoses, researches and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users.
**Role Responsibilities**
+ Identify issues, investigate root causes and recommend solutions to reported problems
+ Provide technical guidance in activities associated with identifying, prioritizing and resolving problems by telephone and e-mail
+ Screen, refer and diagnose internal inquiries and work requests relating to PC maintenance
+ May prepare help desk incident reports and assist in hardware and software evaluation
+ Participate in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner.
**Key Skills**
+ University education, preferably technical degree or Microsoft certifications;
+ Up to two years' experience that shows good knowledge of Microsoft Operating Systems local and remote administration and Microsoft Office family applications;
+ Experience of providing remote IT support;
+ Excellent communication and customer service skills;
+ Fluency in Dutch and English Languages;
+ Flexibility to work shifts if required.
**Benefits**
Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.
**About NTT DATA**
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com ( possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, .
**_NTT DATA endeavors to make_** **_ **_accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at_** **_ **_._** **_This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here ( . If you'd like more information on your EEO rights under the law, please click here ( . For Pay Transparency information, please click here ( ._**
**_#LI-EMEA_**

**Req ID:** 335272
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Service Desk Agent Dutch-English to join our team in casablanca, Casablanca (Dar el Beïda) (MA-CAS), Morocco (MA).
**Service Desk Agent Dutch / English**
**Remote, Morocco**
**Competitive Salary + Benefits**
**Role Overview**
The Service Desk Agent advises and assists users over the phone and electronically in solving problems related to hardware, software, networks and peripherals using available technology. Screens, diagnoses, researches and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users.
**Role Responsibilities**
+ Identify issues, investigate root causes and recommend solutions to reported problems
+ Provide technical guidance in activities associated with identifying, prioritizing and resolving problems by telephone and e-mail
+ Screen, refer and diagnose internal inquiries and work requests relating to PC maintenance
+ May prepare help desk incident reports and assist in hardware and software evaluation
+ Participate in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner.
**Key Skills**
+ University education, preferably technical degree or Microsoft certifications;
+ Up to two years' experience that shows good knowledge of Microsoft Operating Systems local and remote administration and Microsoft Office family applications;
+ Experience of providing remote IT support;
+ Excellent communication and customer service skills;
+ Fluency in Dutch and English Languages;
+ Flexibility to work shifts if required.
**Benefits**
Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.
**About NTT DATA**
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com ( possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, .
**_NTT DATA endeavors to make_** **_ **_accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at_** **_ **_._** **_This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here ( . If you'd like more information on your EEO rights under the law, please click here ( . For Pay Transparency information, please click here ( ._**
**_#LI-EMEA_**