Description
Service Desk Engineer – United Kingdom
Manning Global, is urgently looking for a Service Desk Engineer – United Kingdom for our client, a prestigious international Telecommunications company, to be based in United Kingdom on a Contract basis.
Applicants must be eligible to work in: United Kingdom
Number of positions: 5
Contract Type: Initial 3 months
Start Date: November
Principal Job Description:
Act as SPOC for the customer receiving and answering phone calls, e-mails, 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 Huawei’s 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 by Huawei, escalating as appropriate to the process and procedure
Responsible for ensuring all Equipment, Process and Procedure knowledge documents are updated
Basic Qualification, Skills & Experience:
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
Fluency in English and the local language
Aware of the importance of culture as an intrinsic part of the success of the organization
If you are interested, please submit your CV in English and MS Word format to;
Leila at ,
Quoting reference FLMLP/SDE-5118
or call me on: for more information.
ALTERNATIVELY, if you know of anyone who might be interested in this position, please do not hesitate to forward him/her this email and our details.
All applications received are treated with the strictest of confidence.
All our latest projects are updated daily and can be found:
www.manningglobal.com
Kind regards,
Leila Paric
Project Consultant
Manning Global Group
Munich (DE) – Duesseldorf (DE) – Liverpool (UK) – Zurich (CH)- Changzhou (China) - New York (USA) - Zagreb (Croatia)
Tel:
e-mail:
Head Office
Hohenzollernstrasse 60, 80801 Munich, Germany
Sitz der Manning Global AG: München, HRB 170058 Amtsgericht München, Vorstandsvorsitz: Rachael Manning
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Or visit www.manningglobal.com
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