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27 Jan 2022

Service Desk Monitor Support at MTN GlobalConnect

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Job Description

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)


  • 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


  • 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

Method of Application

Submit your CV and Application on Company Website : Click Here

Closing Date : 30th Jan. 2022

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