Fonction 1: Télécoms / Réseaux
Fonction 2: Informatique / Electronique
Niveau d'expérience requis : De 3 à 5 ans
Secteur d'activité : Centre d'appel
Région : Marrakech et région | Maroc
Publication : du 16/11/2020 au 19/12/2020
Type de contrat : CDI
Poste avec Management : Oui
Postes proposés : 1

Responsable Technique Franco-Anglophone (Marrakech)

Entreprise :

Webhelp est leader européen de l’externalisation de la relation client. Fort de ses 55 000 collaborateurs, Webhelp accompagne plus de 500 clients mondiaux de premier plan dans plus de 36 pays et 40 langues avec une large offre de services : vente BtoC et BtoB, acquisition et fidélisation, service client, gestion des médias sociaux, enquêtes et sondages, services financiers…

Au Maroc, Webhelp compte 10 000 collaborateurs répartis sur 14 sites dans les villes de Rabat, Salé, Kénitra, Fès, Meknès et Agadir. Chaque jour, nos collaborateurs contribuent au succès de notre groupe et œuvrent pour offrir une expérience client toujours plus satisfaisante.

Convaincus que notre réussite passe par celle de nos collaborateurs, nous mettons tout en œuvre pour optimiser leur potentiel et leur permettre d’effectuer leur travail dans un environnement favorisant l’équilibre vie privée/ vie professionnelle. A ce titre, nous mettons à leur disposition plusieurs commodités et avantages sociaux : restauration sur site, salles de sport et de détente, gaming zone, crèches ou subventions de crèches, assurance santé, plan de retraite….

Nous attachons également une importance forte au développement des compétences de nos collaborateurs et à leurs plans de carrière dans un principe d’équité. 90% de nos managers actuels sont issus de la promotion interne.

Notre succès est la passion de nos collaborateurs et de nos clients.

Webhelp Maroc a reçu le label MEILLEUR EMPLOYEUR DE L’ANNEE 2018.

Rejoignez Webhelp et participez à une aventure humaine unique !

Poste :

Responsibilities :


As an IT DRI you will be responsible for :
• Having a good understanding of the client’s products, features and services.
• Managing and coordinate IT orders and deliveries to the site.
• Performing local support and order additional resources from the region’s IT department.
• Updates and rollout on the sites, including lab equipment and training rooms.
• Leading diagnostic work and follow up directly to the help desk service.
• Organizing and carry out support for peak and vacation period.
• Participating in project implementations.
• Being proactive regarding tasks to keep the site in good shape.
• Being proactive when communicating with the client, assignment management and staff and develop a partnership with people in the client’s IT organization.
• Assisting in taking corrective actions where there is lack of adherence.
• Showing strong integrity, high sense of responsibility and be a good observer.
• Assisting in implementing measures that are outlined in the Contact Center Security Responsibilities program documentation, have been identified in assessments by the client or is documented in the Webhelp Contact Center Security Responsibilities SharePoint site.
• Using ITSM ticketing and reporting to deliver IT services in a timely manner.
• Assisting in immediate investigations of any breach of security and work with corrective actions.
 

Profil recherché :

Qualifications :


• Experience in iOS/macOS environment, and mixed OS environments
• 3 years of experience in IT support and/or security
• Experience from any role or Lob within the assignment with good references, minimum 4 months
• A good technical understanding and strong interest in IT: Operating system services (client based- OS, OSX, profiles, etc.)
• Basic AD account/group services
• Fluent in English and Frensh – both speaking and writing
• Overall fault finding and problem-solving competence
• Result- and solution-oriented with a strong ability to solve IT problems
• Customer focus and the ability to act in case of IT issues
• Ability to work with facility related tasks independently
• Knowledge about information security routines and processes
• Ability to understand processes and theoretical information and convert that into actions
• Ability to work independently and combine strict security regulations with daily business needs
• Knowledge about Bash scripting, Linux, ITIL V4 Management

• Good Knowledge about :
o SharePoint support (user rights, minor problem solving)
o VPN Services (problem solving and user rights)
o Mobile phone support (Minor configuration such as mail clients or Skype)

Desirable skills:
• Self-Organization
• Initiative
• Quality Orientation
• Problem Analysis
• Organizational loyalty

We offer you :
• An attractive salary package
• Many social benefits
• Pleasant working conditions and career plan
 

Type de contrat :

CDI