bureauinternationalafricaindetunisie

Bureau International Africain de Tunisie is hiring

IT Help Desk (Level 1)

Level 1 (dispatcher role in the ticketing platform) · Edit subject of the ticket adequately (few precise/specific words when a rephrase is needed or a previous ticket has been re-used).
· Edit/complete contact details & add company (tickets from internals – presales, Sales
Dept) o If a clear cache & cookies can be the solution, no need to dispatch (but if the clear cache & cookies didn’t fix the issue, you can re-assign it to level2 Agent),
· ‘reset password’, ‘invitation link expired’, ‘wrong link to connect on a tool’
· Not a Support ticket for the Helpdesk -> transfer to the proper department :
· contracts/licences (Forward to Admin Team), v billing matters (Forward to Accounting Team),
· legitimate recruitment request (Forward to HR Team)
scam or spam messages: apply cyber security policy
· Out of our job scope queries (for instance IT Hardware/software installation/queries from internals).
· Client confirming a correction and the previous Agent is unavailable: reply to the user on his/her behalf, reassign to the original Agent and set as resolved,
· Just one basic functional Support to explain (info in the knowledge-base -> send the article), if several questions or if the
Customer keeps coming back, then escalate to an Agent on level 2,
· Offer status and date in Admin Portal, user info URL, to check licences or if a service is missing or a wrong tool is used.
· Add a message in the ticket chat about the preliminary checks and reason of assignment to a colleague on backup/level 2.
· Add the English translation of the client’s message, as a private note for the other support agents when necessary

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