EDIT:
avec le lien linkedin plus friendly:
https://www.linkedin.com/jobs/view/3595144207
 
 
Hello,
 
Evernex permet aux entreprises d'allonger la durée d'exploitation de leurs équipements informatiques en proposant une maintenance alternative aux constructeurs.
Près de 1200 employés
Présence dans 45 pays
le dernier CSR disponible (je pense que c'est le document qui décrit le mieux qui est Evernex):
https://ungc-production.s3.us-west- [...] 1666432410
 
On parle de nous:
https://www.channelnews.fr/evernex- [...] rne-121191
 
le détail du  poste:
 
Evernex is specialized in third-party maintenance provider supporting data center infrastructure (server, storage and network equipment) to enable cost optimization and improved return on investment. With our global footprint across 165+ countries, always-available spare parts in over 330 forward-stocking locations, 24/7 technical support and multi-vendor expertise, we are a convenient single-point-of-contact for IT departments in all industries.
 
Just as IT evolves, Evernex grows its service capabilities and reach year-on-year. With recent acquisitions including Emcon IT and XSi, we are one step closer to being one of the world's largest and most experienced TPMs.
 
 
 
More information is available at www.evernex.com
 
 
 
Night Shift
 
 
 
Working within a busy Service Desk, the Service Desk Specialist is responsible of calls handling, 1st Level Diagnosis and Support, following and driving the progresses from the case opening to its closure.
 
 
 
Key responsibilities:
 
Answer all incoming calls (within 5 rings) or external/internal customer emails reporting a support issue or service Request and determine the caller’s needs
Logging Calls in the System with the all needed Information, Details, Categorizations, and Priorities
Assist the customers with the first incident qualification process by collecting the necessary logs that will be used by the Technical Team to determine an Action Plan. The logs collection tool is to be used to facilitate the task
Responsible for escalating cases appropriately to L3
Communication with users – keeping them informed of incident progress, notifying them of impending changes or delays
Answer all requests for action made by Service Desk. Coordinate both emergency and non-emergency response to calls for service and manage those responses through ticketing tool.
Contact customers to confirm scheduled appointments and verify feedback when outages are reported fixed.
Coordinate spares parts dispatch with local partner / Customer / logistic center
Ensure constant up to date reporting about status of all calls through the relevant tools internally and to Customer
Manage local buffer stock refill process with logistic team
Assist customer service with escalated request in a timely manner.
Follow up on all pending and recommended work with customer using the pending work dashboard (Online Tool)
Assist field personnel with completing scheduled appointments within designated time frames and ensure that management is kept informed of potential problems
Closing all resolved Incidents and Service Requests
Internal Support for End Users for specific activities and Tasks (Example setup Laptop or Printer, troubleshooting Connectivity Issues, ….)
Conducting customer/user satisfaction call-backs/surveys as agreed
Updating the CMS under the direction and approval of Service Desk Manager and reporting any incorrect Records to the appropriate Teams for Correction
 
 
Job requirements:
 
Bachelors Degree in in Computer Science/ Management Information Systems.
Experience in an IT service desk environment highly desired.
Minimum of 5 years' experience in costumer service.
Mandarin speaker preferably
 
 
Desired skills:
 
Strong communication and interpersonal skills.
Strong Computer Skills.
Excellent written and oral communication skills.
Ability to work effectively under pressure, problem solve.
 
 
Le lien pour postuler:
 
https://career2.successfactors.eu/c [...] 196EbP4%3d
 
 
Je suis persuadé qu'il y a plein de profils qui pourraient être intéressés.
A+