Service Desk Specialist

Description de l'offre

about the role

In this role you will be responsible for:

- Incident Management & Request fulfillment-logging,follow up and resolution

- Carry a basic diagnostic of the SITA customer requests and understand the various usage of the product/solution by the customer.

- Ensure  service level agreements are met on all Incidents & Requests

- Undertake both Heirarchical & Functional escalations as per process

- Abide by the job processes and procedures: Customer relationship methodology, service desk and phone usage, recording of all customer interactions, etc.

- liasing with other relevant departments e.g.Field Operations,Service Management, PTT, Vendors etc. as appropriate

- Contribute to team working by reporting any operational or customer related anomaly.

- maintaining and improving the customer satisfaction over Incidents

- undertaking any other reasonable task as assigned

about you

Desired skills/knowledge :-

- ITIL Foundation/CCNA (Preferred)

- service oriented, customer focused with good customer service skills

- experience in one or more of the following: Desktop products, Internet Troubleshooting,LAN/WAN topologies and protocols.

- Excellent knowledge of the different scenarios of daily incident management.

- good interpersonal skills

- good time management, organisational and communication skills

- ability to work under pressure

- ability to deal with multiple tasks

- excellent leadership skills

- good commercial awareness

- presentation skills

- be a Team Player

- ability to build relationships with peer and management levels both with clients and the company management

- proactive, self motivated and determined attitude

- problem solving skills

- tenacity

- flexibility in terms of working hours

- proficient in English

Degree or equivalent in Electronics/Computers/commerce or science required. At least one formal technical qualification (IE: CCNA etc).

additional information

- 1 – 2 years of experience, preferably in a Service desk /Customer Service in the telecommunication industry.

department

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.

contract

Regular