The tickets may be identified via
different supports and tools: Pamir, Helpdesk ticketing tool, functional
mailbox, SharePoint platform, others
Through
IT systems PAMIR, Helpdesk ticketing tool, etc.… (not exhaustive) Tasks:
• Daily view and process on tickets
from several perimeters, from several tools
• Provide answers (solutions) to
tickets in the expected delay
• Participate to weekly meetings with
the support team on the same application.
• Opening of “issues” in the
appropriate tool so that ICT can fix problems if necessary.
• Identify enhancement requests from
tickets and share them with support and business needs team • Create and update
ITEM (FAQ) for most common problems to define necessary information to analyze
a given problem or provide immediate answers for known problems.
• Update “issue ticket” and its
corresponding “item” with cross references (issue number in the item and item
number in the issue) for an easier identification
• Update the new cases in the document
describing steps and controls to analyze tickets for a given problem, customer
effect, checks to operate, applications to use
• Opening on incidents at helpdesk for urgent
problems
• Follow up and relaunch on the
incidents affecting the systems on their scope and its interfaces
• After production deliveries, identify the
existing tickets from dealers that can should solved and provide the
appropriate feedback.
• Participate or organize meetings with
support teams to manage complex items: increase the knowledge base by adding
the inputs from the support team
• Participate to user acceptance tests
• Participate to communication
validation
• Communication, monitoring and
traceability of exchanges with ICT Build and RUN on "issues” identified
• Define with the support team top 10
issues to be managed on priority regarding dealers’ feedback
• Supply of indicators for Jira monitoring
Requests
performed via functional mailboxes :
EPC licenses mailbox, confidential code access
requests, service box access contact, my dealership requests, etc.… (not
exhaustive)
Associated
actions:
• Consult daily the functional mailboxes and
provide answers on the expected delays
• Tracking of the activity by
archiving the mails per functional category
• Define requests categories
• Improve requests identification
system
• Propose good practices around the
requests
• Create documents that help users to
get automatic answer if possible (well-known subjects)
• Identify methods to manage quicker
users’ requests (power automate, excel files, forms
Profil
Required
profile:
You have at least 4 years of
professional experience in the field.
You have a taste for challenge, with a strong
taste for analysis and a good spirit of synthesis.
Location: Casablanca/Rabat
Skills Required
- At least 4 years of professional experience in the field
- Strong analytical skills
- Good synthesis and summarization skills
What We Do
AXONE Systems is a Morocco-based IT consulting and engineering firm operating from Rabat. It supports major banking, telecommunications, and industrial organizations through senior technology consulting, staff augmentation, IT recruitment, cloud and DevOps engineering, observability, managed SOC/NOC cybersecurity operations, and AI-augmented application development. The company also delivers projects, operates 24/7 monitoring services, and helps clients modernize critical systems across Morocco and Europe.
