Managed Service Desk Executive

Job Description:

We are looking for technical experts with professional telecommunications experience and a passion for delivering great customer service.

PRINCIPAL DUTIES AND RESPONSIBILITIES

•   Provides timely response to customer escalations with appropriate notification to all required Support Centre colleagues

• Actively supports the customer in all aspects through to problem resolution keeping customer informed throughout life of incident.

•  Identifies and resolves issues affecting customer's storage products using the necessary resources 

• Clearly and concisely logs and tracks details of solutions provided to resolve customer issue maintaining and updating customer database (Delta) to ensure customer information is current and accurate.

• Performs required case management functions as related to assigned accounts including the written summaries of outcome(s).

• Attends required technical training sessions and makes effective use of assigned lab time.

• Ability to work shift(s) and/or provide on-call coverage on a rotating schedule that includes evenings and/or weekends.

• Basic working knowledge systems management 

• 3-4 years expereince supporting telecommunication accounts - network faults

• Proven track record in maintaining and enhancing skill(s) level(s) according to future technology trends.

• Proven track record in managing multiple escalations with effective follow-up/follow-through and timely documentation.

• Excellent customer focus.

• Excellent communication skills.