Service Desk Engineer

08 Mar 2018
17 Mar 2018
Contract Type
Full Time
Job Description


  • Act as SPOC for the customer receiving and answering phone calls, e-mails, CMS Web and other communications, processing customers request.
  • Producing Daily Performance reports for distribution to a senior audience
  • Distribute and assign cases to other parts of the business as required
  • Monitoring of the IT stack and Core network alarm system by actively monitoring the relevant Huawei's Service Management Tool's, raising cases and assigning to the correct resolver as necessary.
  • Maintain good ticket management in-line with Huawei ticket management philosophy.
  • Support and liaise communication with the Field team
  • Communicate with the customer to acknowledge receipt of notification of Incident or problems, clarify ticket priority, provide indication of timescales before work can start
  • Handling incidents for management by the Incident Manager using the Incident management process
  • Record Incident, problem and change request configuration data relating to the customer service into the Huawei's Service Management Tool.
  • Handling service requests using the Service, Problem, Change and Configuration request processes
  • Confirm incident resolution or Service request fulfillment results with customer and collect customers feedback in line with Huawei philosophy
  • Identify any risks or areas of improvement and report to the Service Desk Manager
  • Maintain a rolling shift handover record that is open to the business
  • Coordinate with 3rd and Strategic partners as necessary
  • Liaising with other parts of the Customer business as appropriate
  • Adhere to the Escalation policy identified by Huawei, escalating as appropriate to the process and procedure
  • Responsible for ensuring all Equipment, Process and Procedure knowledge documents are updated and followed.

Compulsory experience:

  • 2-3 years experience in a Service Desk role preferably in a IT/Technology based Industry
  • Some knowledge of monitoring/maintaining network elements would be useful particularly in an Operations & Maintenance environment
  • Understanding of IMS, CRM, CBS & BSS an advantage.
  • Ability to diagnose, troubleshoot & resolve technical situations
  • ITIL / eTom knowledge an advantage.
  • Fluency in English and the local language
  • Aware of the importance of culture as an intrinsic part of the success of the organization

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