Network Operations Center Desk Engineer at ICS Outsourcing Limited

Key Responsibilities

• Monitor, report, and track service desk issues and team activities.
• Ensure customer concerns are resolved promptly and accurately.
• Support, train, and monitor service desk representatives.
• Manage and prioritise incidents, faults, and escalations.
• Prepare daily, weekly, and monthly service desk performance reports.
• Analyse ticketing data and provide actionable insights.
• Establish and maintain effective technical support processes.
• Follow up with customers to identify areas for improvement.
• Provide customer feedback to relevant internal teams.
• Promote strong collaboration across technical and support teams.

Requirements

• BSc in Information Technology, Computer Science, Electrical/Electronics Engineering, or a related field.
• Minimum 2 years' experience in a telecommunications or ISP environment.
• Experience in service desk/customer management.
• ITIL certification is an added advantage.
• Hands-on experience with help desk/ticketing and remote-control tools.
• Good knowledge of incident, problem, and change management.
• Proficiency in Microsoft Excel, Word, and PowerPoint.
• Strong communication, interpersonal, analytical, and problem-solving skills.
• Ability to multitask, prioritise workloads, and work under pressure.
• Team management skills and a strong customer-service orientation.
• Willingness to work shifts and provide support outside regular hours when required.