Service Desk Officer (Strategic Account Support) at e.Stream Networks (Nigeria) Limited

Reports to: Assistant Manager, Service Desk
Direct reports: N/A

Job Purpose
The primary goal for the position of Service Desk Strategic Account Support is;

• To act as a single point of contact for all user incidents, requests and general communication on services for eStream Strategic Account Support (Class D, & E customers).
• To restore ‘normal service operation’ as quickly as possible in the case of disruption & follow up till incident resolution life cycle.
• To improve user awareness of service issues and use of services.
• To manage user communication and escalating incidents and requests using defined procedures.
• To enhance customer relationships, meeting organizational & operational objectives.

Duties and Responsibilities
Strategic Insight and Integration

Technical / Analysis and Problem Solving:

• Use of eStream approved monitoring software’s, to proactively monitor links; remotes, PoPs, & backhauls, (End to End) for all Strategic account services.
• Prompt communication of incident status & progress to customers, & in house till resolution.
• Systematically troubleshoot incidents through all point of failures and attempt resolution of such incidents for all links being managed.
• Escalate all unresolved incidents to affected (Outsource service support) / eStream 2nd/ 3rd level support and follow through to resolution life cycle.
• Coordinate & manage user (Customer) requests related service.
• Ensure documentation of all incidents and user requests on Microsoft Dynamic CRM.
• Ensure service performance reports are sent to customers on weekly, monthly and quarterly basis.
• Provide & report detailed intelligence on service performance for all service being managed to Line manager.
• Reconcile customer service performance against target on monthly/quarterly basis.
• Enhance Customer relationship with the company through planned, anticipatory calls to review service performance.
• Escalate all twice recurring incidents to Line Manager and follow up till resolution & update the customer on complaint/incident status.
• Liaise with Outsource service support in response to organisational request for access to supplier (Vendor) premises for service

Maintenance and incident management:

• Responsible for ensuring that service level target is adhered to during incident resolution process. Maintenance of existing customer accounts through Customer Retention Ratio (CRR) Interpersonal, Relationship Management & Collaboration
• Constantly liaise with service desk team members and all stakeholders to ensure customer satisfaction

Communication:

• Reporting service impacting incidents on a weekly/monthly basis to service manager.
• Reporting service performance to customers on weekly / monthly/quarterly basis

Customer Focus:

• Maintain constant communication with the customer, identify potential issues, and implement appropriate solutions.
• Work with customers face-to-face or via telephone, attending on-site meetings when necessary.

Financial Management:

• Increasing revenue through quarterly business chargeback reduction by prudent surcharge negotiation with customers

Requirements
Education & Work Experience:

• B.Sc/HND,in either Computer Science, Computer Engineering, Electrical Electronics Engineering, Telecommunications Engineering or any other relevant discipline
• At least 3-5 years of customer support experience, part of this working as a Service Desk /Team Leader role
• Possession of relevant certification and member of relevant association is required
• Fluent in English and any other local language is an advantage

Competency, Skills & Certifications:

• ITIL certified or have knowledge of ITIL. CCNA, CWNA
• Customer service, Soft skill, Service Mgt training and other relevant certificate applicable
• Strong knowledge of & any other monitoring that may be used by the organisation.
• Experience in the use of software applications including; (Solarwind’s, Cacti, iMonitor, WinBox, Microsoft Dynamics CRM, Air-control, CNS Server. etc
• Technical understanding of network infrastructure.
• Ability to drive initiatives with minimal supervision.
• Planning and organizing skills
• Relationship & People Management
• Process Awareness & Implementation
• Service Desk Experience
• Emphasizing Excellence

KPIs:

• Reduce time to resolve incidents
• Average time to escalate Incidents & Follow ups.
• Improve Customer satisfaction to reduce churn rate
• Maintain good relationship with Customers
• Ensure proper documentation of customer records.
• Strict Compliance to QMS Standards.

Working conditions:

• The incumbent may be required to sit in cold (air conditioned) rooms for a long time.
• The incumbent may occasionally work off-site

Physical requirements:

• This position does not require any physically demanding task. However, the incumbent should be physically fit to withstand the mental demands.