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
Primary Responsibilities
Operational:
• Attend query calls or emails or chats related to technical faults or issues received from Enterprise customers.
• Receive required details from the customers. Analyse technical faults or issues, provide remote resolution in accordance with pre-defined procedures and quality standards.
• Achieving target SLAs by proactively monitoring the customer network and implementing network enhancement initiatives within assigned work area.
• Handle escalated customer issues, complex or critical customer enquiries or complaints.
• Prepare daily/monthly customer network analysis repots.
• Liaise with internal team/ departments to resolve technical faults or issues or forward the case to another 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 documentation, and log call details in the system.
• Monitor routers/ nodes to identify potential issues and plan preventive maintenance.
• Create, maintain, and regularly update customer’s database and records.
• Keep abreast of market trends in Enterprise Segments, Batelco’s product and service offerings to provide better customer service.
• Undertake execution of any project/initiative for the department and organization as identified from time-to-time based on business needs.
• Serve as a subject matter expert in own work area / sub-function / function and provide guidance to team / peers and support in the achievement of operational targets.
• Undertake initiatives to improve processes in assigned area of work.
• Guide team / peers in meeting delivery timelines and performance expectations.
• Ensure that team / peers adhere to company policies and legal regulations.
People:
• Identify training needs and nominate team members for training programs.
• Ensure timely completion of PMR process for self and the team.
• Continuously share the knowledge and understanding of the telecom industry and business trends.
• Ensure active participation in employee engagement surveys.
Skills
Required Qualifications and Experience:
• 5-7 years’ experience in a Telecom contact center.
• +4 years’ experience as Customer Service Manager.
• Experience in voice and data services environment desirable.
• Experience in controlling customer service targets.
• Professional certifications (CCNA, CCNP, ITIL foundation v4).
Job Location Manama, Bahrain Job Role Enterprise Years of Experience Min: 5 Max: 7
