Customer Advisor Dutch
- Technopolis
Company sector : IT (Information Technology)
COMPANY :
DXC is the world’s leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology is a $25 billion company with a 60-year legacy of delivering results for thousands of clients in more than 70 countries.
With over 11 years of IT Services expertise and 1200 employees, DXC in Morocco is a Joint venture between DXC Technology and CDG Group. Our Service Center accompanies the largest institutions in the Moroccan and global markets. DXC in Morocco is based on 3 Sites : Technopolis, Rabat & Casablanca Nearshore. Our company offers a wide portfolio of end-to-end services enabling digital transformation: Datacenter, Cloud ITO, Applications, Analytics, Workplace, Business Process and Security.
Company culture :
DXC – CDG stands out for a culture strongly focused on performance and competitiveness, where ambition, challenge and customer orientation shape priorities. This dynamic is balanced by a collaborative culture, fostering trust, empowerment and close managerial support. It also integrates an innovation dimension, encouraging initiative, adaptability and experimentation. Finally, a well-established organizational culture provides structure, ensuring process rigor, reliability and operational efficiency.
Job :
Follow up on the progress of incident reports, ensuring they are resolved according to the defined SLAs
Required profile :
Training level: Minimum Bac + 2/3 in IT preferred
- Professional experience level: minimum 1 year
Responsibilities
Handle user requests following malfunctions: take customer calls - Record requests: record incidents or operational anomalies reported - Pre-qualify malfunctions for routing to appropriate support (technical, functional): pre-diagnose and transfer customer calls to the right departments - Process or initiate corresponding support actions: perform first-level troubleshooting for incidents or anomalies on workstations, reported internally or by the SVP: diagnose, identify, describe, resolve - Follow up on incidents: track customer calls - Receive phone calls - Perform initial technical diagnosis to effectively manage incident escalation - Resolve requests and incidents - Provide remote assistance - Coordinate the different departments involved
Skills:
Good knowledge of Windows 7, Office Suite, workstations - ITIL
- Rigorous - Independent - Good interpersonal skills - Dynamic
good command of languages : Dutch - English - French
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