Service Desk Support / Helpdesk Support - Telecommunications

• Tier 1 Global Telecommunications Service Provider
• Competitive Salary
• Multiple roles available

Our client is one of the largest leading global Telecommunications Carriers and Service Providers who due to recent multiple regional and global acquisitions require a number Service Desk Support Executive / Helpdesk Support Executive for Level 1 or Level 2 support services as part of the Global Service Desk Team. This role will be responsible for being the single point of contact for global customers by managing incidents and service requests.

Responsibilities:

• Provide Level 1 or Level 2 support depending on level of seniority
• Responsible for incident fault and service restoration.
• Performs internal and external escalation.
• Responsible to prioritize and categorize fault complains.
• Timely response to acknowledge and reply to fault complains.
• Manage and track all requests and complaints until the incident resolution within the agreed SLA's (service level agreements) and ticket closure.
• Properly judge the complexity of the fault and perform technical escalation to relevant parties.
• Record and feedback fault related information accurately on the trouble ticket.
• Help co-ordinate escalation management for external customers and internal stakeholders
• Provide regular updates to the customer regarding an incident.
• Perform regular customer notification of major planned & unplanned events.
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  Requirements:
• Degree holder in any discipline or Technical Diploma level qualifications
• At least 2 years or more within a helpdesk or services desk environment
• Prior experience working for a telecommunications service provider is highly advantageous or candidates IT services company will be considered
• Operate in a shift environment team that contributes to Key Performance Indicators in relation to performance of the networks, platforms, applications and systems
• Oversee the Customer Service Experience in relation to service incidents and interactions
• Must be able to multi-task, including successfully working simultaneous projects/issues
• Strong problem solving and interpersonal skills
• Customer focused, high flexibility and able to meet tight deadlines
• Fluency in English is a must with ideally with a second Asian language such as Cantonese, Mandarin or Japanese
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