Specialist Helpdesk and Operational Management - Lahore

Description :

Grade Level: L1

Location: Lahore

Last date to apply: 18 April 2025

What is a Specialist Help Desk and Operational Management?

Help Desk & Operational Management Specialist executes Provisioning & De Provisioning of services in HLR, Order Management, and Notifications Management of system and network downtimes etc., performs daily reporting of team’s tasks. HDOM specialist understands Business SOPs & processes, who are the stake holders, get aligned to the ongoing tasks, projects and deliverables. Develops in-depth understanding of Jazz philosophy and framework. Ensures that activities are handled within defined KPIs according to agreed standard operating procedures.

The role reports directly to the Team Lead Helpdesk & Operational Management

What Specialist Help Desk and Operational Management does?

• Processes Provisioning & De Provisioning of services in HLR
• Performs Notifications Management of Systems and Network downtimes and update all stake holders during the complete life cycle of downtimes
• Performs daily audit & reporting of team's tasks
• Meets the defined KPIs
• Exhibit Jazz values in totality on daily basis
• Follows up escalated/disputed cases to provide end-to-end resolution
• Coordinates closely with Team lead on day-to-day tasks for continuous improvement and business value additions
• Perform root cause analysis of activities / complaints and coordinate with Team lead to resolve them permanently
• Ensures performance as per the Service Level Agreements and assigned Key Performance Indicators
• Ensures continuous process improvement
• Identifies improvement areas and comes up with concrete proposal/plans and discuss with Team Lead/Manager
• Ensures effective and efficient communication with front and backend teams to quickly handle customers' issues.
• Revises and/or formulates existing policies to improve customer experience further
• Takes owneship and ensure timely resolution of customer complaints

Requirements

• A seasoned professional with adequate experience in managing customers and resolving their complaints
• Proven track record of managing end-to-end coordination for customer query resolution
• The individual should have the telecom product knowledge and hands-on expertise in customer management systems
• An analytical thinker who can ascertain the improvement areas with regards to customer experience
• Adept in stakeholder management for the closure of respective action plans while ensuring standardization across the board
• Entrepreneurial approach to manage customer expectations vis a vis the desired outcome for improved customer experience

Benefits

Why join Jazz?

As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.

Our core values include qualities essential for a positive organizational culture - truthfully guiding entrepreneurial and innovative mindsets, harnessing professional and interpersonal collaboration, and fostering across-the-board customer-obsession.

As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 70 million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy.