Key skills
Communication
About this role
Role Overview
- Customer Trouble management: Accept customer phone calls/emails for circuit troubles, isolate fault location, and notify about repair progress as required. Inquire from diverse vendors and provide regular updates to the customer on circuit status.
- Equipment monitoring: Check live service status and able to retrieve historical events
- Workload Management: Ensure all appropriate /tickets are being captured. Actively monitor open issues till remediated. Responsible for alarm response and trouble ticket assignment, resolving open trouble tickets, pursuing resolution to closure on all open tickets
- Technical Escalation: Responsible for supporting and escalating to next level of technical support as necessary
- Proactive and Preventive Maintenance: Proactively seeking and identifying potential network problems/trends and addressing these issues before becoming service affecting events
- Professionally manage difficult and/or emotional customer situations
- Respond promptly to customer needs
- Solicit customer feedback to continually improve service
- Produce reports and documentation to highlight service incidents
Requirements
- Minimum of 2-3 years’ experience being a Service Desk Analyst
- Bachelor’s Degree or relevant experience
- Willing to learn about fiber optic technologies
- Basic networking experience
- Demonstrable ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving techniques
- Drive, self-motivation, and ability to work under own initiative
- Experience of working accurately and confidently with service desk tools
- Experience in delivering a high level of customer service.
- Experience in handling customer escalation and high-priority support issues
- Demonstrates strong analytical skills
- Proven ability to work efficiently in a high-pressure environment
- Excellent written and verbal communication skills in English to effectively collaborate with foreign counterparts
- Prefers someone with experience doing a networking function, someone with broad understanding IP services.