Service Desk Analyst
hace 6 días
THE ROLE:
The Service Desk Agent is a customer facing role (24x7) and a part of Global Support operations team.
across the globe. Service Desk Agent will work in shifts and be tasked with creating Cases for Support
and / or Maintenance and pass them on to relevant Support teams [Case Manager (CM) / Senior Case
Manager (SCM)] for further investigation and action.
THE RESPONSIBILITIES:
- Here are how your day-today responsibilities of the role will look like, but are not limited to:
- Customer and / or internally to fetch customer Order information to create a valid case
- Creating a valid Case / ticket (as per priority) with the understanding of the information provided
by the Customer
- Reading the automatically created cases (via Expereo Portal & coming proactively) & passing to
CM/SCM
- Process & take action on the Supplier and / or Customer Maintenance communications
- Check & validate the event notifications and redirect Cases to relevant team
**Job requirements**:
THE SKILLS AND EXPERIENCE:
- Experience in a Customer facing role, preferably in a Telecom company
- Bachelor’s Degree in Computer Engineering/Science, Information Technology, Electronics and
Communications Engineering or equivalent (nice to have).
- Excellent command over English language both verbal & written
- Quick learning capability and able to work with mínimal supervision
- Ability to multitask and balance workload efficiently
- Possessing language skill other than English will be an added advantage (Dutch, Portuguese,
Spanish etc.)
- Familiar with networking technologies and concepts (LAN/WAN)
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