Responsibilities

• The senior GNOC Service Desk Engineer will be responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.

Other responsibilities include:

• Reporting and tracking of all service desk related concerns
• Tracking the activities of the team and evaluating performance
• Training and supporting service desk representatives
• Ensure customer concerns are addressed in a timely and accurate manner on a daily basis
• Set specific customer service standards
• Contribute to improving customer support by actively responding to queries and handling complaints
• Establish best practices through the entire technical support process
• Follow up with customers to identify areas of improvement
• Develop daily, weekly and monthly reports on help desk team’s productivity
• Provide customer feedback to the appropriate internal teams, like product developers

Qualifications, Skills & Competencies

Qualification

• BSc. in Information Technology/Computer Science/Electrical & Electronics Engineering.
• ITIL certification will be an added advantage
• 2-4 years’ work experience in a Telecommunication or ISP environment with knowledge on customer management.

 Competencies

• Good understanding and use of trouble ticketing applications, data reporting tools, ability to interpret trouble ticketing data and effectively present analysis with zero tolerance error. 
• Knowledge of incident, problem and change management framework (ITIL) and ISO 9001 management systems.
• Proficient in the use of MS application (Excel, Word and PowerPoint)
• Good written and verbal communication skills.
• Strong Interpersonal Skills and ability to convey information accurately.
• Capable of multi-tasking, time management and prioritisation of workload.
• Ability to assess and prioritise faults and respond or escalate accordingly.
• Willing to learn and develop new skills and actively seeks out tasks that help develop skills and knowledge.
• Actively encourage strong working relationships with other teams.
• Customer-service oriented with a problem-solving attitude

Demands of the Job

• Ability and willingness to work round the clock when required, and meet tight deadlines.
• Ability to work shift rounds if necessary
• Ability to multitask effectively and adapt to a fast-paced working environment
• Proven work experience as a Service desk engineer
• Hands on experience with help desk and remote control software
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communications skills
• Team management skills