Noc - Service Desk

Job Description:  Dealing with incoming customer complaints in a professional, courteous manner via email.Taking ownership of faults and managing them in a logical and methodical manner 24x7.Correctly logging incidents and faults, categorising and prioritizing in line with procedures.Conducting full e2e diagnostics to enable first point of contact fault resolution.Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate.Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.Diagnosing and resolving problems to the customers satisfaction.Maintain and develop own knowledge and skills to assist with first time fault resolution.Identify and escalate repeat issues or service delivery into service management teams.Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational.Requirement:  Education: Bachelor Degree in Computer Science or Electrical/Telecom Engineering.1-2 years of working experience in the IT/Telco industry.Fresh Graduated allowed to apply.Familiar with working on MS Word, Excel, Power Point.Keen interest in networking and 5G technology.Must be able to demonstrate a customer first approach to support.Ability to liaise and communicate confidently and professionally with customer representatives at all levels.Natural aptitude for trouble shooting & problem solving.Solid experience in a helpdesk or technical support environment.Highly organized and able to work on own initiative to complete the range of tasks required.Flexible and willing to work outside core business hours as required.