Nivel cariera

Middle (2-5 ani)

Limbi vorbite

engleză

Adresa/adresele jobului

Salariu brut pe luna

700 - 800 €


  • First Point of Contact for any Defect, Incident or Problem raised by the customer (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