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About the Role This position is integral to ensuring the availability of technical support for customers seeking assistance via phone or email. The Service Desk operates 24/7, 365 days a year, demanding a keen understanding of service management processes and excellent communication skills. Team members are tasked with not only resolving issues but also identifying areas for improvement in service delivery. Responsibilities include proactive monitoring of support channels, accurate logging of customer interactions, and effective troubleshooting through diagnostic techniques. Continuous follow-up on customer inquiries and seamless escalation of issues will be essential for successful performance in this role. 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 interactions in the system. - Responsible for resolving or escalating customer-reported incidents and service requests, ensuring accurate logging in the service desk tool. - Conduct remote troubleshooting using diagnostic techniques and relevant questions. - Determine the best solution based on the customer's issue and details provided. - Direct unresolved issues to the next level of support resolver group. - Provide accurate information regarding IT products and services. - Record events and problems along with their resolutions in logs. - Follow-up and update customers on status and information related to their inquiries. - Relay customer feedback or suggestions to the appropriate internal team. - Identify and suggest possible improvements on procedures. Qualifications - B.Sc. in Telecommunications/Computer Engineering. Experience - 1-3 years of solid experience in a telecom environment. - Telecom Engineering graduate or equivalent. Skills - Knowledge of using the HP Service Management tool. - Proficient in MS Office applications. - Ability to work effectively in a 24 x 7 x 365 environment. - Friendly disposition with strong customer service skills to communicate technical information effectively to non-technical personnel. - Ability to handle multiple tasks concurrently, prioritize effectively, and demonstrate excellent follow-through on assigned tasks. - Clear and concise expression in verbal and written communication. Benefits and Work Environment Employees will find themselves in a dynamic work environment focused on delivering exceptional customer experiences. The organization emphasizes meaningful connections between brands and customers, facilitating professional growth for both personnel and clients. Travel Requirements Minimal travel may be required as part of the role, primarily within the local area.
