Location: Victoria Island, Lagos Reports to: Service Desk Analyst Job Purpose The primary goal for the position of Service Desk Officer is;
To act as a single point of contact for all user incidents, requests and general communication on services for eStream Strategic Account Services Support (Class D, & E customers).
To restore ‘normal service operation’ as quickly as possible in the case of disruption & follow up till incident resolution life cycle.
To improve user awareness of service issues and the use of eStream services.
To manage user communication and escalating incidents and requests using defined procedures.
To enhance customer relationships, meeting organizational & operational objectives.
Duties and Responsibilities Strategic Insight and Integration Technical / Analysis and Problem Solving:
Use of eStream approved monitoring software’s, to proactively monitor links (Internet & VPN); remotes & backhauls, (End to End) for all Strategic account services.
Prompt communication of incident status & progress to customers, & in house till resolution.
Systematically troubleshoot incidents through all point of failures and attempt resolution of such incidents for all links being managed.
Escalate all unresolved incidents to affected Supplier support (Outsources service support) / eStream 2nd/ 3rd level support and follow through to resolution life cycle.
Coordinate & manage user (Customer) requests related to service.
Ensure documentation of all incidents and user requests on Microsoft Dynamic CRM.
Ensure service performance reports are sent to customers on weekly, monthly and quarterly basis.
Provide & report detailed intelligence on service performance for all service being managed to Line manager.
Reconcile customer service performance against target on monthly/quarterly basis.
Enhance Customer relationship with the company through planned, anticipatory calls to review service performance.
Escalate all twice recurring incidents / delayed resolution to Line Manager and follow up till resolution & update the customer on complaint/incident status at intervals.
Liaise with Outsources service support in response to organisational request for access to supplier (Vendor) premises for service maintenance and incident resolution.
Responsible for ensuring that service level target is adhered to during incident resolution process.
Maintenance of existing customer accounts through Customer Retention Ratio (CRR)
Interpersonal, Relationship Management & Collaboration:
Constantly liaise with service desk team members and all stakeholders to ensure customer satisfaction
Communication:
Reporting service impacting incidents on a weekly/monthly basis to Line manager.
Customer Focus:
Maintain constant communication with the customer, identify potential issues, and implement
appropriate solutions.
Work with customers face-to-face or via telephone, attending on-site meetings when necessary.
Financial Management:
Increasing revenue through quarterly business chargeback reduction by prudent surcharge negotiation with suppliers.
Adhere to and manage the approved budget
Requirementa Education & Work Experience:
B.Sc/HND, in either Computer Science, Computer Engineering, Electrical Electronics Engineering, Telecommunications Engineering or any other relevant discipline
At least 3-5 years of customer support experience, part of this working as a Service Desk /Team Leader role
Competency, Skills & Certifications:
ITIL certified or have knowledge of ITIL. CCNA, CWNA
Customer service, Soft skill, Service Management training and other relevant certificate applicable
Strong knowledge of & any other monitoring tool that may be used by the organisation.
Experience in the use of software applications including; (Solarwind’s, Cacti, iMonitor, WinBox, Microsoft Dynamics CRM, Air-control, CNS Server etc.
Technical understanding of network infrastructure.
Ability to drive initiatives with supervision.
Planning and organizing skills
Relationship & People Management
Process Awareness & Implementation
Service Desk Experience
Emphasizing Excellence
KPIs:
Reduce time to resolve incidents
Reduce surcharge arising from delay incident resolution.
Average time to escalate Incidents & Follow ups.
Improve Customer satisfaction to reduce churn rate
Maintain good relationship with Customers and team members
Ensure proper documentation of customer records.
Strict Compliance to QMS Standards.
Physical requirements:
This position does not require any physically demanding task. However, the incumbent should be physically fit to withstand the mental demands.
Working Conditions
The incumbent may be required to sit in cold (air conditioned) rooms for a long time.
The incumbent will be required to work on shift basis.
The incumbent may occasionally work off-site
Apply via :
www.estreamnetworks.net
