The Service Desk Monitor Support will provide support for the ICT infrastructure including vendor escalation, take inbound calls and provide 1st line support for incident / requests raised.

Through monitoring provide pro-active support for customers and ensure SLA compliance is met with the end customer.

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA’s)

The Service Desk Monitor Support will be accountable to achieve the following objectives:

• Perform proactive monitoring of customer connectivity and network devices
• Provide general first level technical support to end users organisation-wide
• Assist in providing first-level phone / email support on ICT related issues and facilitate technical issues requiring location visits.
• Provide first-level Support as per the organization’s guidelines.
• Communicate resolution of faults to request initiators.
• Update assigned tasks in a timely manner; escalate as required to management, vendors and clients.
• Ensure proper escalation during outages or periods of degraded system performance, problem resolution and customer satisfaction.
• Assist in maintaining issues/request log. Ensure accurate and prompt logging of all requests/ issues unto the central database
• Implement/comply with pre-defined service desk management policies and procedures.
• Assist in administering customer satisfaction surveys to obtain feedback on Service Desk efficiency (where necessary).
• Perform any other duties as assigned by the Manager, Service Desk

Job Requirements (Education, Experience and Competencies)

Experience:

• At least 3 years experiences in Telecommunications, with operational support experience
• At least 2 years experiences in fixed infrastructure and IP environment
• Experience on OTN, WDM and SDH
• Experience on Huawei transmission equipment (OSN)
• Experience on Cisco or Huawei IP equipment (NE40)
• Good reading and writing skills
• Excellent follow up and time control skills
• Ability to assess the impact of different network problems

Competencies:

• Key business soft skills including but not limited to problem solving, information processing, and analytical understanding
• Data interpretation, quality focus, continuous improvement, and reporting skills
• Strong communication skills
• Highly client driven interactions