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Service Desk Coach - End User Support

Job Title: Service Desk Coach - End User Support
Contract Type: Permanent
Location: Mauritius
Salary: Attractive
Reference: 547577
Job Published: July 26, 2018 09:36

Job Description

About the role

Overall description :  

  • To ensure excellent customer service at all point in time while interfacing with customers
  • To ensure expert level intervention and case management
  • To coach/train service desk analysts and service desk specialists for the development of further skills and competencies
  • To provide support and assistance to service desk analysts and service desk specialists in their daily work.
  • Document all training courses or change in process in order to facilitate diffusion to staff

About you

  • Pre-study / deployment study
  • Production
  • Support
  • Business support

Additional information

Key accountabilities

  • Key result / decision areas (outcomes)
  • Csutomer relationship management
  • Provide appropriate solution, information or incident resolution actions to the customers
  • Establish and maintain excellent relationship with customers w.r.t information sharing and follow up of requests/incidents
  • Ensure customer satisfaction following service delivery or incident resolution
  • Follow the ACTES methodology
  • Consistent statusing towards the customer

Case management follow up and resolution

  • Analyse requests (end user assistance or minor change) or incidents which are received via various multimedia channels (phone, mail, web, etc), record cases in CRM/ticketing systems and carry relevant tests to ensure a good diagnostic
  • Perform a diagnostic of the customer request and understand the various usage of the product/solution by the customer
  • Provide expert level technical support to ensure service delivery or service restoration
  • Transfer/Relay cases to other support entities for either remote or on-site intervention
  • Ensure that service level agreements are met for all requests delivery and incident resolution
  • Proactive monitoring for systems and solutions in order to ensure service availability for customers. Detect event that may cause service interruption and take remedial actions
  • Contribute in the handling and resolution of customer escalations

Productivity: Number of cases closed per day

  • No of opened closed and worked incidents
  • 90 % process compliance on incidents
  • % O&D
  • Zero escalations
  • Respect SLAs’

Self Development

  • Increase competency level via self assessment, and active participation to trainings
  • To ensure self development either through STEP or in class training
  • % no of trainings completed
  • Understanding of standards and processes
  • Abide by the job processes and rules: Customer relationship methodology, service desk and phone usage, recording of all customer interactions
  • Maintain and uphold Orange Business Services values
  • Act as customer, process or tools champions and organise workshops for knowledge sharing and for the training of service desk analysts and/or service desk specialists
  • % compliance as per standards
  • Knowledge of Orange values

Working in team

  • Provide live and direct support and advice to service desk analysts and specialists for case management or customer interface
  • Contribute to team working by reporting any operational or customer related anomaly
  • Provide coaching, assistance, support and training to service desk analysts and/or service desk specialists for case management or customer interface
  • Act as customer, process or tools champions and organise workshops for knowledge sharing and for the training of service desk analysts and/or service desk specialists
  • Act as SPOC for his dept with the central training organization (TCoE) and plan training activities for the team
  • Participate in customer SIP
  • Consistent statusing towards the hierarchy
  • No of  hours of training delivered
  • Accuracy and updating of training reports
  • Improve productivity level of staff
  • Improve autonomy rate
  • Improve % compliance of staff
  • Transitioning of new activites, customers, releases and processes
  • Facilitate the integration of new customers
  • Assist in the launch of new activites and/or products within the team
  • Circulate/spread  knowledge regarding new releases of supported products
  • Publish new customer specific guidelines
  • No of workshops held
  • Zero delays in implementation


Customer Services & Operations

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.  Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.


*Dear Candidate, kindly note that this role is not managed by Castille. Orange, in this case, is responsible to manage the application process. In case of any difficulties, feel free to contact, and we will direct your query to the relevant contact at Orange.