Logo AXONE SYS

AXONE SYS

Ticketing Processing Specialist

Casablanca

CDI / Temps pleinSur site3–5 ansAnglais, FrançaisService client / SAVInformatique / IT

L’essentiel du poste

Résumé par Postule AI

Ticketing Processing Specialist role at AXONE SYS managing IT support tickets across multiple platforms. Requires 4+ years of experience in ticket processing, strong analytical abilities, and proficiency with systems like Pamir, Helpdesk, and Jira. Responsibilities include daily ticket processing, FAQ creation, incident management, and coordination with support teams. Based in Casablanca/Rabat on a full-time, on-site basis.

Vos missions

  • Daily review and processing of tickets from multiple systems and tools, providing solutions within expected timeframes
  • Create and maintain FAQ items for common problems to enable quick analysis and immediate answers
  • Open and manage issues with proper cross-referencing between issues and items for easier identification
  • Consult functional mailboxes daily and respond to requests within expected delays
  • Participate in weekly meetings with support teams to manage complex items and expand knowledge base
  • Monitor incidents, follow up on production deliveries, and provide feedback to dealers

Profil recherché

  • You have strong analytical skills and enjoy problem-solving and process improvement
  • You are comfortable working with multiple IT systems and tools simultaneously
  • You have experience in IT support, ticketing systems, or customer service environments
  • You are detail-oriented and can manage competing priorities effectively

Généré automatiquement à partir de l’offre. Postule AI peut se tromper : vérifiez auprès de l’employeur.

About the Role

We are seeking a Ticketing Processing Specialist to manage and process IT support tickets across multiple systems and tools. You will be responsible for handling tickets from various channels including Pamir, Helpdesk ticketing tool, functional mailboxes, and SharePoint platform.

Main Responsibilities

  • Daily review and processing of tickets from multiple perimeters and tools, providing solutions within expected timeframes
  • Create and maintain FAQ items (ITEM) for common problems to enable quick problem analysis and immediate answers for known issues
  • Open and manage issues in appropriate tools for ICT resolution, with proper cross-referencing between issues and items
  • Consult daily functional mailboxes (EPC licenses, access requests, dealership requests) and respond within expected delays
  • Participate in weekly meetings with support teams to manage complex items and expand the knowledge base
  • Monitor and track incidents affecting systems, follow up on production deliveries, and provide feedback to dealers
  • Define priority issues with support teams based on dealer feedback and supply indicators for Jira monitoring
  • Organize user acceptance tests and communication validation activities

Key Requirements

  • Minimum 4 years of professional experience in ticketing processing or IT support
  • Strong analytical skills with excellent synthesis abilities
  • Proficiency with IT systems: Pamir, Helpdesk tools, SharePoint, Jira, and Power Automate
  • Excellent organizational and documentation skills
  • Ability to manage multiple requests and prioritize effectively
  • Strong communication skills and attention to detail

Location

Casablanca/Rabat, Morocco

Mise en forme par Postule ·

Signaler un problème