Logging all relevant incident/service request details, allocating categorization and prioritization codes.
Providing first-line investigation and diagnosis using approved tools, systems and procedures.
Resolving/fulfilling incidents/service requests that are in scope
Technical Escalations - escalating incidents/service requests that cannot be resolved/fulfilled within agreed timescales, or are out of Service Desk/1st Line scope, to the next level technical team which may include 3rd Parties or other non- Assurance functions.
Engaging and arranging external technical support where hands and eyes support are required on-site.
Following-up with external technical support organisations including 3rd parties until incident/request resolution/fulfilment.
Managerial Escalations – escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs, or that are out of scope, which may include 3rd Parties or internal roles (e.g. Service Manager, Account Manager).
Keeping customers informed of progress.
Owning incidents/requests from ticket creation to resolution/fulfilment/closure.
Closing all resolved/fulfilled incidents/requests and other queries.
Communication with customers – keeping them informed of incident/request progress, notifying them of impending changes or agreed outages, etc.
Ensure the Configuration Management System (CMS) is maintained/updated.
Maintain an exceptional level of customer service during any engagements with Customers/3rd Parties/Internal Teams.
Ensure communication at all times is clear, concise, meaningful, professional and efficient.
Provide feedback to appropriate Line Manager on how the Service Desk and supporting functions can improve.
Identify need for Problem Management for reoccurring Incidents/Events.
Understanding of and familiarity with Customers’ services and solutions.
Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics).
Actively participate as required in meetings (customer, 3rd party, internal).
Conducting customer satisfaction call backs/surveys as agreed.
Coach/guide ‘Service Desk Engineer – Junior’ and ‘Service Desk Analyst’.
Act as delegate for ‘Service Desk Engineer – Senior’.
Act as technical escalation gate for ‘Service Desk Engineer – Junior’.
Higher First Line Fix/Right First Time than ‘Service Desk Engineer – Junior’.
MS Office – Intermediate (must).
Awareness of ITSM tools (Siebel, Remedy, ServiceNow, Clarify, HEAT) (must).
1 year experience in Customer Service/Contact Centre/Help Desk/Service Desk role (must).
1 year in a process driven organization (must).
Experience working in a multi-cultural/international environment (desirable).
Experience in fault diagnosis/troubleshooting and fulfilling requests (must).
General ICT industry understanding (must).
Awareness and understanding of process framework(s)
ITIL Foundation/ITIL Operations (desirable).
High School Degree in IT related discipline (must).
BSc/BA Degree in ICT/Telecommunications/Business Administration or similar discipline (either complete or in-progress) (must).
CCENT knowledge, Network+ or equivalent (complete or in-progress) (must).
Awareness/understanding of optical technologies (desirable).
Understanding of Cisco/Juniper hardware/software – routers/switches.
Awareness/understanding of Unified Conferencing products (video, Skype for Business) (desirable).
Awareness/understanding of of Hosting and Security products (desirable).
CE/CPE role understanding (desirable).
Knowledge and understanding of TCP/IP (OSI) model and routing protocols (must).
Understanding the basic functions of the following protocols: DNS, DHCP, IPv4, TCP/UDP, VPN, VLANs (must).
Experience with Cisco/Juniper OS on CLI using show commands to troubleshoot issues (must).
Knowledge and understanding of different types of common WAN connections (must).