Description
Profile:
Candidate should have
- Field experience preferably in installation/acceptance of radio sites in order to analyze information and pictures which are attached to the Non-Telco Tickets.
- Understanding of Non-Telco issues like Health & Safety, power solutions and general installation guidelines.
- Experience with process development and process improvement
The candidate will manage Non-Telco Service Requests that are received by our Service Desk. The activities consist of two areas:
Non-telco Ticket Management
- Reception and acceptance of Non-Telco Tickets
- Analysis of Non-telco Tickets and assignment to the resolution parties
- Status and updates processing and chasing of the resolution parties
- Root cause analysis of tickets
- Performance reports on Non-Telco Tickets
Non-telco Process Development
- Develop process for managing non-telco tickets
- Prevent unnecessary Non-Telco tickets to end up with 2nd Line teams
- Improve the quality of the Non-Telco requests
- Develop criteria for assigning tickets to which resolution party
- Improve the processing time of Non-Telco Tickets