Service Desk Specialist

Primary Responsibilities

Operational:

• Attend query calls or emails or chats related to technical faults or issues received from Enterprise customers

• Receive required details from the customers. Analyse technical faults or issues, provide remote resolution in accordance with pre-defined procedures and quality standards

• Liaise with internal team/ departments to resolve technical faults or issues or forward the case to other relevant team/ department, ensuring timely and appropriate response

• Provide accurate, valid and complete progress updates on faults or incidents to the customers

• Close the query, complete the required documentation and log call details in the system

• Monitor routers/ nodes to identify potential issues and plan preventive maintenance

• Inform Team Leader when a recurrent problem appears, to prevent further cases

• Create, maintain and regularly update customer’s database and records

• Keep abreast of market trends in Enterprise Segments, Batelco’s product and service offerings in order to provide better customer service

• Undertake execution of any project/ initiative for the department and organization as identified from time-to-time based on business needs

People:

• Take ownership for attending the trainings as per the plan

• Take ownership for completing PMS process, employee engagement surveys in time

• Continuously share the knowledge and understanding of the telecom industry and business trends

Skills Required Qualifications and Experience:

Qualifications:

• Bachelors’ degree in Computer Studies or equivalent

Experience:

• 3-5 years of experience in Telecommunication services

• Experience in Sales or Customer Care roles

• Working knowledge of MS Office