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04.02.2020
★★★★★ Service Desk Agent (Back Office), GTT /Interoute Communications Ltd  Вижте визитка на компанията
Месторабота София; Постоянна работа; Пълно работно време
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GTT connects people across organizations, around the world and to every application in the cloud. Our clients benefit from an outstanding service experience built on our core values of simplicity, speed and agility. GTT owns and operates a global Tier 1 internet network and provides a comprehensive suite of cloud networking services.

Service Desk Agent (Back Office)

Role Summary:

The Service Desk Engineer will provide first line support to GTT’s customers across an international base. The successful candidate will require an aptitude for working with a variety of Information and Communications Technology (ICT) portfolio of products and services, in depth knowledge of all internal processes related to back office function including security incident handling. There is also a range of administration duties within this role.

Main Responsibilities:

  • Logging all relevant incident/service request details, allocating categorization and prioritization codes.
  • Processing site access request
  • Pprocessing security tickets and lawful request
  • 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.
  • 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.
  • Identify need for Problem Management for reoccurring Incidents/Events.
  • Understanding of and familiarity with Customers’ services and solutions.
  • Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics).
  • Actively participate as required in meetings (customer, 3rd party, internal).
  • Coach/guide staff and new starters.
  • Act as delegate for the ‘Team Leader’.

Ideal Candidate Profile:

General

  • MS Office – Intermediate (must).
  • Awareness of ITSM tools (must).

Experience

  • 6+ x months experience in Customer Service/Contact Centre/Help Desk/Service Desk role.
  • 6+ x months in a process driven organization.
  • Experience working in a multi-cultural/international environment (desirable).

Essential Criteria:

Technical

  • Knowledge and understanding of the TCP/IP protocol stack and OSI layering (OSI model)
  • Knowledge and understanding of different types of common WAN connections.
  • Knowledge and understanding of Transmission networks and technologies: Fibre optics, Colocation, PDH, SDH, ATM, Wavelength, Ethernet, xDSL.
  • Knowledge and understanding of SD WAN and components.
  • Understanding of Cisco/Juniper hardware/software – routers/switches.

Languages

  • English – fluent (mandatory).

Desirable Criteria:

Technical

  • Awareness/understanding of Unified Conferencing products (video, Skype for Business).
  • Awareness/understanding of Hosting and Security products.

Qualifications/Courses:

  • High School Degree in IT related discipline (must).
  • BSc/BA Degree in ICT/Telecommunications/Business Administration or similar discipline (either complete or in-progress) (must).

Hours/Travel/Shift:

  • 9 x hour day between 06:00 – 00:00 EET/EEST.

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