Service Desk Specialist

Job Description

Job Objective:

Provide support to Enterprise customers by resolving technical faults and responding to technical queries related to Data or Fixed Line Services; ensuring effective resolution within agreed timelines, adherence to quality standards and customer satisfaction at the core of every decision and behaviour.

Operational

Primary Responsibilities

• Attend query calls or emails or chats related to technical faults or issues received from Enterprise customers
• Receive required details from the customers. yse technical faults or issues, provide remote resolution in accordance with pre-defined procedures and quality standards
• Liaise with internal team/ departments to resolve technical faults or issues or forward the case to other relevant team/ department, ensuring timely and appropriate response
• Provide accurate, valid and complete progress updates on faults or incidents to the customers
• Close the query, complete the required doentation and log call details in the system
• Monitor routers/ nodes to identify potential issues and plan preventive maintenance
• Inform Team Leader when a recurrent problem appears, to prevent further cases
• Create, maintain and regularly update customer’s database and records
• Keep abreast of market trends in Enterprise Segments, Batelco’s product and service offerings in order to provide better customer service
• Undertake of any project/ initiative for the department and organization as identified from time-to-time based on business needs
  

People

• Take ownership for attending the trainings as per the plan
• Take ownership for completing PMS process, employee engagement surveys in time
• Continuously share the knowledge and understanding of the telecom industry and business trends
  

Ss

Required Qualifications and Experience:

Qualifications

• Bachelors’ degree in Computer Studies or equivalent
  

Experience

• 3-5 years of experience in Telecommunication services
• Experience in Sales or Customer Care roles
• Working knowledge of MS Office