About the Role
As a vital part of our team, you will ensure the full availability of Service Desk telephone and email support 24/7, 365 days a year. You will serve as the first point of contact for customers seeking technical assistance, employing your troubleshooting skills and thorough knowledge of our products and services to resolve issues promptly.
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Key Accountabilities
- Ensure full availability of Service Desk telephone and email support 24/7, 365 days a year.
- Serve as the first point of contact for customers seeking technical assistance over the phone or email.
- Pro-actively monitor support mailboxes and log incidents in the system.
- Resolve or escalate customer reported incidents and service requests; log them in the service desk tool.
- Communicate effectively through excellent verbal and written communication skills.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customers.
- Direct unresolved issues to the next level of support resolver group.
- Provide accurate information on IT products and services.
- Record events and problems, including their resolutions, in logs.
- Follow up and update customer status and information.
- Relay feedback or suggestions provided by customers to the appropriate internal team.
- Identify and suggest possible improvements on procedures.
Qualifications
- B.Sc. in Telecommunications or Computer Engineering.
Experience
- 1-3 years of solid experience in a telecom environment.
- Telecom Engineering graduate or equivalent.
Skills
- Proficient in using the HP Service Management tool.
- Proficient in MS Office.
- Ability to work effectively in a 24/7/365 environment.
- Friendly demeanor with strong customer service skills for clear communication of technical situations to non-technical personnel.
- Ability to handle multiple tasks simultaneously, prioritize, and demonstrate excellent follow-through on assigned tasks.
- Clear and concise communication skills, both orally and in writing.
Important
After reviewing the key responsibilities and deciding to apply, you will need to complete an AI-based chat interview as part of the application process. This interview is not timed, but please complete it within a reasonable period so your application can move forward.
