Description
Service Desk EngineerOur client, a global leading telecommunication company are recruiting for a Service Desk Engineer to join their business in the United Kingdom.
Position Title: Service Desk Engineer
Position Type: Contract
Start Date: June/July 2015
Duration: 3 months rolling
Location: United Kingdom
Contact: Tihana Tonkovic |
Responsibilities:
- Act as SPOC for the customer receiving and answering phone calls, emails, CMS Web and other communications, processing customers request
- Distribute and assign cases to other parts of the business as required
- Monitoring of the IT stack and Core network alarm system by actively monitoring the relevant Service Management Tool’s, raising cases and assigning to the correct resolver as necessary
- Support and liaise communication with the Field team
- Communicate with the customer to acknowledge receipt of notification of Incident or problems, clarify ticket priority, provide indication of timescales before work can start Handling service requests using the Service, Problem, Change and Configuration request processes
- Confirm incident resolution or Service request fulfillment results with customer and collect customers feedback in line with vendor philosophy
- Identify any risks or areas of improvement and report to the Service Desk Manager
- Maintain a rolling shift handover record that is open to the business Coordinate with 3rd and Strategic partners as necessary
- Liaising with other parts of the Customer business as appropriate
- Adhere to the Escalation policy identified, escalating as appropriate to the process and procedure
- Responsible for ensuring all Equipment, Process and Procedure knowledge documents are updated
Qualifications:
- Intermediate knowledge of network elements
- Experience with O&M work of various network
- Understanding of CRM, CBS & BSS an advantage.
- Ability to diagnose, troubleshoot & resolve technical situations. Have working experience in Call/Command Center. ITIL / eTom knowledge an advantage
- 24/7 on call duty and Shift work required
Please submit your CV to:
Quoting reference: MGTT/SIM-5809
Or call Tihana on:
If you know of anyone within your network who may also be interested in this position, we highly appreciate you forwarding this position to them.
Please note:
1. That we do all we can to respond to your application but if we have not contacted you within 2 business days following your application, it is likely we are not able to consider your application for this position.
2. We cannot consider your application for this position if you are currently working for our client. Your application can only be considered if you have written confirmation you are leaving your current position.