ICT Service Desk  FO TL For Telecommunication Company 

·         To be the Single Point of Contact for the business for all Operational Issues

• Perform as much 1st line diagnostics as possible to achieve a 95% Incident resolution rate at the Service Desk
• To check with Known Errors, Master Tickets or Change Requests before assigning to the correct Operations technical teams
• If unresolved, ensure Tickets are assigned to the correct resolving group within 15 minutes. Inclusion of all 1st line diagnostic data to be included
• Ensure a prompt and professional response to all types of enquiries into  the Service Desk (Telephone Calls, Tickets and Emails)
• Manage Escalations as per Standard Operating Procedures (to escalate to Incident Manager, Problem Manager
• Perform Impact Analysis on all Incidents reported into the Service Desk, ensuring the correct priority is assigned
• Assist in the co-ordination of planned outages in co-ordination with other Operations group.
• Attend daily NOC operation meeting& Other meetings if needed
• Train FO engineers, make all the process clear and keep track of the updated processes
• Ensure all TT are created within SLA
• Check FO daily, weekly, monthly report and quality improvement; suggest for changing the design of the report to make it better

Qualification Required:

·         Degree/Engineering degree   in Telecoms or IT related technical area

·         ITIL Foundation qualified is desirable

·         2-5 years experience in a Mobile Cellular or IT related Service/Help Desk environment

·         Be proficient in the use of Trouble Ticketing/Call Handling systems and all procedures surrounding it

·         Be proficient in the use of MS office suite of products

·         Ability to work off hours depending on Network outages and customer requests

·         24x7 availability to support after office hours, and be able to relocate with in the country

·         Very good communication skill, Oral and write English

Skills:

·         Professional, courteous telephone manner

·         Ability to work in a fast moving, dynamic environment

·         Possess an analytical approach to problem investigation and resolution

·         Must be analytical, methodical, flexible, professional and organized approach to work

·         Excellent problem solving abilities coupled with good communications skills both written and verbal