Users Support Administrator with French
SG Global Solution Centre
Bucuresti
6 zile în urmă

Ta mission

Il s’agit d’une activité de support niveau 2 sur les outils et applications ressources et dématérialisation.

Your Mission :

  • Provide Level 2 support to internal users in relation to Level 3;
  • Take charge of the incidents management of his perimeter in relation with his team leader;
  • Ensure the processing of requests for acts of everyday life and the production of indicators for monitoring banking services from his perimeter;
  • Ensure the implementation of documentation on the new perimeter and the appropriate reporting to his manager.
  • Your role in a Nutshell :

    1. Application and functional support of services available to users :

  • Process tickets within the deadlines set in the SLAs according to the specific scope procedures respecting the ticketing process;
  • Ensure the proper execution (or the follow-up if it is transmitted to another actor);
  • Ensure the completeness of the controls performed and the correct application of the procedures by the application managers;
  • Is the guarantor of the proper application of the incident management process on its perimeter (prioritization, communication, documentation).
  • 2. Incident management of its perimeter :

  • Diagnose and identifies impacts in coordination with the teams;
  • Follow the intervention until its closure and informs the users regularly of the progress;
  • Create the incident card and update it as it progresses.
  • 3. Management of the quality of the applications and / or banking service :

  • Pilot the actions to enrich the quality dashboards in accordance with the requirements set in the SLAs;
  • Do a monthly quality analysis explaining the drifts for each non-compliant indicator.
  • 4. Communication :

  • Communicate information to interlocutors;
  • Follow the intervention until its closure and informs the users regularly of the progress;
  • Ensure the completeness of the controls performed and the correct application of the procedures by the application managers;
  • Produce and follow the measurement and warning indicators (describes malfunctions, raises alerts, quantifies the actions performed).
  • A little about you :

  • Profile : Bac +3 to Bac + 5;
  • Proficient in French and English;
  • Experience in the field of support with control of processes / tools of incident management;
  • Office Tools : Word, Excel, Powerpoint.
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