Servicedesk Engineer

Connect 44 AG

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Servicedesk Engineer

  • First Point of Contact for any Defect, Incident or Problem raised by MBNL (or other 3rd party as permitted).
  • Raising, following and closing of applicable ticket via tooling and workflows in place.
  • First-time fix resolutions, where possible.
  • Arranging site access where required.
  • Producing Daily Performance reports for distribution to a senior audience
  • Distribute and assign cases to other parts of the business as required
  • Monitoring of the RAN and Transmission network alarm system by actively monitoring the relevant Huawei's Service Management Tool's, raising cases and assigning to the correct resolver as necessary.
  • Maintain good ticket management in-line with the agreed ticket management processes.
  • Support and liaise communication with Field teams.
  • 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 incidents for management by the Incident Manager using the Incident management process
  • Record Incident, problem and change request configuration data relating to the customer service into the Service Management Tool.
  • 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 Huawei philosophy
  • Identify any risks or areas of improvement and report to the Service Desk Lead
  • 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 the customer, escalating as appropriate to the process and procedure
  • Responsible for ensuring all Equipment, Process and Procedure knowledge documents are updated and followed.

Required compentencies

  • BA/BSc degree in Engineering or Computer Science
  • At least 2 years experience in a Service Desk/Customer Support.
  • Experience of service management tools. Use of BMC Remedy and Mycom OSI would be an advantage.
  • ITIL/eTom knowledge an advantage.
  • Fluent English spoken and written

Please send your CV

Descriere companie

Detalii oferta de angajare

10 Jan 2019

Locatia jobului

Bucharest, Romania

Tip job

Full time

Categorie job

Tehnologia informaţiei, Telecomunicaţii

Salariu lunar