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About the job
The job holder is responsible for a defined set of Service ICT, Managed customers and takes ownership of all customersÂ’ trouble tickets and incidents. The job requires taking prompt and pre-emptive action to ensure business continuity for the customer. The role requires the job holderÂ’s availability to have different shifts covering a 24/7 basis.
It also requires effective coordination with other internal units in Operations and Commercial, external third-party suppliers. The job holder is a commercial and technical expert.
Minimum Experience
A minimum of 8 years industry experience with at least 4 years in an International IT / Telecommunications organisation. At least 5 years in a client facing Service Management role or service support role.
Proven track record in successfully completing projects to timelines& budgets and in customer satisfaction initiatives& customer retention via proactive Service Management.
Minimum Education
Graduate with ITIL (minimum ITIL Foundation preferred)
PMP/Prince , CCNA/CCNP Certified
ISO Certifications Preferred
Knowledge& Skills
Excellent written and Verbal communication.
Track record of picking up new technologies quickly in a fast paced service environment
Experience of dealing with users, specialists and service providers
Strong knowledge of IT services and products delivered and the tools, methods, procedures etc needed to deliver customer services
Ability to work under pressure and to maintain to a strictly agreed SLA
Strong experience of 1st and 2nd line resolution
Proven Service Desk operation experience
