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05.02.2018
★★★★★ Service Desk Engineer (Networking), Interoute Communications Ltd  Вижте визитка на компанията
Месторабота София; Постоянна работа; Пълно работно време; Подходяща и за студенти; Подходяща и за кандидати с малък или без опит
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Interoute is an international ICT provider and the owner operator of an award winning global cloud services platform.

Interoute provides Connectivity, Communications and Computing services to international enterprises, service providers, mobile operators, and global internet businesses. The Interoute team supports customers from our offices across the world. Whether it’s hosting eCommerce websites, managing critical customer applications in our 12 data centres, or connecting business across our 70,000 kilometres we have it covered.
So if you are looking for a new challenge, come and join the team that helps support today’s digital economy.


Service Desk Engineer (Networking)

Interoute focuses on providing engineer graduates with a combination of on-the-job learning and continued training. It is an excellent opportunity to start an engineer career in a truly innovative international company where individual and team contribution are valued, recognised and rewarded with professional growth and enrichment.


Job Responsibilities:

  • Logging all relevant incident/service request details, allocating categorisation and prioritisation codes.
  • Providing first-line investigation and diagnosis using approved tools, systems and procedures.
  • Resolving/fulfilling incidents/service requests that are in scope.
  • Engaging and arranging external technical support where hands and eyes support are required on-site.
  • Following-up with external technical support organisations including 3rd parties until incident/request resolution/fulfilment.
  • Managerial Escalations – escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs, or that are out of scope, which may include 3rd Parties or internal roles (e.g. Service Manager, Account Manager).
  • Keeping customers informed of progress.
  • Owning incidents/requests from ticket creation to resolution/fulfilment/closure.
  • Closing all resolved/fulfilled incidents/requests and other queries.
  • Communication with customers – keeping them informed of incident/request progress, notifying them of impending changes or agreed outages, etc.
  • Ensure the Configuration Management System (CMS) is maintained/updated.
  • Maintain an exceptional level of customer service during any engagements with Customers/3rd Parties/Internal Teams.
  • Ensure communication at all times is clear, concise, meaningful, professional and efficient.
  • Provide feedback to appropriate Line Manager on how the Service Desk and supporting functions can improve.
  • Understanding of and familiarity with Customers’ services and solutions.
  • Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics).
  • Actively participate as required in meetings (customer, 3rd party, internal).

Essential Criteria:

  • MS Office – Intermediate
  • Awareness of ITSM tools (Siebel, Remedy, ServiceNow, Clarify, HEAT)
  • 12+ months experience in Customer Service/Contact Centre/Help Desk/Service Desk role
  • 12+ months in a process driven organisation
  • Experience working in a multi-cultural/international environment
  • General ICT industry understanding
  • High School Degree in IT related discipline
  • BSc/BA Degree in ICT/Telecommunications/Business Administration or similar discipline (either complete or in-progress)
  • CCENT knowledge, Network+ or equivalent (complete or in-progress)
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