Job Description

Job Title Service Desk Professional

Description

Our Client, B-Universe are an IT and Telecom Consultancy and Services Provider, to Telecom Vendors and Operators across the Middle East Region. They are seeking to hire the services of Service Desk Professionals.

The Service Desk Coordinator is accountable for the following activities:

1. Dispatch all trouble tickets raised by CC to appropriate technology departments, handle updates, closure and escalation.
2. Handle requests for additional information raised by Technology teams and directed to CC
3. Inform CC about mass outages and other faults and their impact on customers
4. Provide to CC staff verbal and written updates on TT status and escalation on as required basis.
5. Ensuring that all faults, both network and customer, are restored and closed within defined KPIs.
6. Being the prime interface to the business on all service level and fault restoration activities, discussions and activities.
7. Managing the interface to other du technical departments to ensure that faults are restored/closed in the defined timescales.
8. To prepare and distribute Network Advisory Circulars regarding Network changes impacting strategic groups.
9. To coordinate with other departments in planned/unplanned activities.
10. Prepare End-of-Day statistics to analyze Customer Feedback and report on operational performance.

REQUIRED COMPETENCIES:

1. A solid experience of over 5 years in a Telecom environment.
2. Must be a graduate of Telecommunications Engineering.
3. Considerable knowledge of statistical and other research methods and procedures.
4. Must have a friendly disposition and good customer service skills in order to clearly and effectively communicate technical situations to non-technical personnel.
5. Ability to exercise initiative in an effort to resolve and follow-up on problems; handle several tasks simultaneously.
6. Ability to adhere to established standards, and complete projects within stringent time schedules.
7. Ability to handle multiple tasks at once, to prioritize, and demonstrate excellent follow-through on each task assigned.
8. Ability to perform well under pressure.
9. Ability to analyze and diagnose problems quickly to come up with a workable solution within prescribed standards.
10. Ability to maintain professional working relationships with fellow employees and users.
11. Ability to express oneself clearly and concisely, both orally and in writing.
12. Must be willing to work overtime, night, weekends, and holidays when required to meet critical deadlines.
13. Team player.
14. High degree of flexibility.
15. Analytical thinking.
16. Must be able to work effectively in a 24 x 7 environment.

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