Service Desk Support at WIOCC Nigeria Limited

Job Objective

Proactively manage WIOCC’s service desk channels, be the client first-contact champion and ensure all client issues are ticketed to meet quality and performance levels that ensure client delight.

Key Duties & Responsibilities:

• Client query/issue handling. Ensuring client queries or issues are captured, validated, and open tickets for further processing by the NOC.
• Communicating with clients. Ensuring that various types of information are communicated to clients through the appropriate channel(s).
• Automation. Ensuring improvement of the above two processes through analysis, reviews, and reporting, as well as through automation, competence building, knowledge sharing and other organizational changes.
• In conjunction with client service managers, conduct client satisfaction surveys and generate reports.
• Assessment of client satisfaction/lack of it once an incident is resolved – through calls/emails among others.
• Monitors client complaints and addresses issues raised.
• Collaborate on policies and standard operating procedures with department head.
• Identify service concerns, issues, challenges and liaise with other stakeholders to ensure problem is promptly actioned.
• Ensure data integrity of ticketing systems.
• Monitors service desk channels and collects performance data.
• Manage and coordinate the escalation for urgent and complicated support issues to the respective teams.
• Establish new and report of existing progress reports and performance metrics to measure system effectiveness and productivity.
• Monitor problem management database and follows up with assigned personnel to ensure timely resolution of problems.
• Generation of various service desk reports in an accurate manner and distribution in an effective and timely manner.

Minimum Qualifications:

• Bachelor’s degree in IT, Telecommunications (or equivalent) in a related field
• ITIL certification

Experience & Skills:

• Requires minimum of 2 years’ experience in telecom industry including experience in service desk, customer service or similar fields.
• Effective written and verbal communications skills evidenced by work history and accomplishments.
• Knowledge of at least one trouble ticket system, NetSuite (desirable)
• Excellent communications and soft skills, including ability to listen to and summarize and concisely share key information with clients.
• Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environment.
• Respond to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
• Promptly allocates unresolved calls as appropriate.
• Maintains records, informs users about the process, and advises relevant persons of actions taken.

Attributes

• Client focused, confident, relationship builder
• Integrity, honest with high ethical standards
• Boundless, passionate, and flexible
• Personal excellence, accuracy, and attention to detail
• Collaborative, achieve results through teamwork and partnerships