Zouhair Ouhchouch

Handle incoming support requests from end users via both telephone, email or chat in a prompt and courteous manner

Prioritise, schedule and escalate issues (when required) to the appropriate experienced technician

Record, track and document helpdesk requests and problem-solving process, including all successful/unsuccessful decisions made and actions taken through to final resolution

Perform hands-on fixes at desktop level, including installing and upgrading software, implementation of file backups, configuring systems and applications

Perform preventative maintenance, including checking and data cleansing of workstations, printers and peripherals

Install, configure, test, maintain, monitor and troubleshoot end-user workstation hardware, networked peripheral devices and networking hardware products

Develop and maintain an inventory of all IT assets including monitors, hard drives, modems, printers, scanners and other peripheral equipment.

• Amadeus reservasion system
• Airline ticketing systems
• Customer Services & Inbound Calls management
• Refund & general enquirements handling
• Dynamic package (Flight & Hotel or Euro star & Hotels) Reservation
• Back office management

Inbound, Outbound and Emails management

Check users via AD and O365admin

provide a first level of resolution

transfer to the second level and alert management when necessary

keep users informed about the progress of their requests

manage the incident resolution process and track incidents from initial assessment to final resolution

provide support for the implementation of IT changes and problem management

restore user services as quickly as possible with minimal impact on business operations

provide relevant and useful information to IT management (dashboards, statistics, malfunctions)

ensure user satisfaction by providing customer-oriented service

5 Months)
SITEL, Rabat 1
• Suggested various packages and amenities to guests, helping each find perfect
accommodations to fit personal needs.
• Back office management.
• Customer service & inbound calls management.
• Dynamic package Reservation: Flights+ Hotels, Trains+ Hotels, Hotels only.
• Inform clients of essential travel information such as traveling times,
transportation connections, medical and visa requirements to facilitate equality
service.
• Manage online bookings and inquiries and assist guests and travel partners
with questions throughout the entire booking cycle.
• Manage and close reservation calls to increase bookings by maintaining strong
knowledge of resort products, services and facilities.

dealing with customers via phone calls or emails my job was to make sure that i have all the information needed about the customers and what kind of websites or what are their exact issues as an it assistance my main role was to install the operating system which willbe workable for the client fix hardware and software issues plus creating websites with other team members in points it could be seen as follow inbound outbound calls management customer services database websites creating hardware software computer fixing installing the operating system