Service Desk Specialist

Job Description

• Act as a point of contact for coordinating with other internal and external teams to resolve the key/complex operational issues that are impacting customer satisfaction (technical escalation) and for all chronic incidents.
• Effectively control the Incident Management queue to ensure that all incidents are actioned in a timely and efficient manner.
• Monitor the number and age of pending incidents to ensure timely incident resolution.
• Generate and review the Daily dashboard report and initiate corrective action to resolve long pending incidents (more than 24, 48 hours)
• Act as the First Level of escalation and Own the escalations till the closure. Will be the first point of escalation in the escalation matrix.
• Strictly follow the escalation process for both internal functional and hierarchical and external management to ensure speedy restoration of the services.
• Provide technical support to Service Desk specialist to help them solve complex issues, thereby helping them increase their knowledge levels.
• First point of contact for all process and technical issues
• First point of contact to consolidate all technical and operational issues within the team and then present to the team lead for necessary attention
• To act as a SME for at least one (1) technology , process and tool and deliver knowledge sharing sessions to Service Operations.
• During network or any major incidents crisis situations need to manage technical , crisis bridge and further communication flow, to keep all concerned updated of the progress of the problem resolution.
• To work on Service Improvement Plan for the Service Desk if there is any being raised by the CSM and customer.
• To ensure that all service desk team are well trained in the services that Orange is providing to customer and to be able to assess them as and when required.
• Document incident studies lessons learnt and share it with the teams.
• Proactively identifying Incidents which may miss MTTR/ customer commitments to be worked with the Team & Team leaders
• Point of contact for consolidating solutions of complex issues for interfacing with PM team and possible entry to KEDB of these issues
• To prepare incident reports as and when required for management review
• To backup team leader in his absence. To work on tasks delegated by service desk management
• To act as Major Incident Manager in case of a P1 / P2 incident , ensuring immediate conference bridge initiation , communication(internal/external , written/verbal) , troubleshooting is done as per the timelines and highest professional standards.
• To assist in streamlining of technical / day to day processes, including :
• To identify the gaps in day to day operations, highlighting the same to account/service management team. Initiating calls with them to get the processes more streamlined.
• To have in depth understanding of customer topology, network design, solutions etc.
• To analyze the technical skill set of the team by reviewing the incidents on daily basis.
• Based on that identify the trainings required to enhanced the technical skill set of the team members.
• To perform the quality checks of clarify incidents ensuring the updates are done as per the customer and service excellence expectations, ensuring templates are followed.
• To attend/initiate weekly/biweekly calls with Customer s Help Desk Team :
  • 1) To highlight the Service Desk concerns, to maintain a tracker sheet for the same.
  • 2) To address the concerns raised by the customer management, take appropriate actions to fix them keeping the respective line manager in sync.
• To ensure no unattended emails are there in the group mailbox. Ensuring timely replies of all the emails by the Service Desk
• To ensure customer related documents are updated in team database.

about you

• Strong hands on experience eon Routing Protocols: OSPF, IGRP, EIGRP, BGP4
• Service oriented with good customer service skills
• Good interpersonal and communication skills.
• Good time management, and organisational skills
• Ability to carefully plan and co-ordinate work according to a demanding time schedule.
• Flexibility in terms of working hours
• Willingness to work in shifts.and on call support 24/7
• Ability to lead crisis bridge, bring all required entities in call, share meeting minutes, track actions and own incidents end to end.
• Ability to build relationships with peer and management levels both with clients and the company management
• Excellent matrix management and Team Player.
• Ability to work under pressure.
• Ability to deal with multiple tasks.
• Proactive, self-motivated and determined attitude
• No NI Rating in the last two performance reviews (In Orange)
• High accountability .
• Proactive, self motivated and determined attitude

additional information,

Keyskills :
troubleshootingitilslareportingatmservice desk managementservice desknetwork designtime managementcustomer servicetechnical supportcorrective actioncrisis situationsknowledge sharingmatrix management