Service Desk Support (Fibre) at WIOCC Nigeria Limited

Job Title: Service Desk Support (Fibre)

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 organisational 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 the department head.
• Identify service concerns, issues, challenges and liaise with other stakeholders to ensure the problem is promptly actioned
• Ensure data integrity of ticketing systems
• Monitors service desk channels and collects performance data
• Manage and coordinate the escalation of 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 follow 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
• Project Management.

Experience & Skills:

• Requires a minimum of 2 years experience in the telecom industry including experience in service desk, customer service or similar fields
• Effective written and verbal communication skills evidenced by work history and accomplishments
• Knowledge of at least one trouble ticket system, NetSuite (desirable)
• Excellent communication and soft skills, including the ability to listen, summarise 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, relationship builder
• Integrity, honest with high ethical standards
• Boundless, passionate and flexible
• Personnel excellence, accuracy and attention to detail
• Collaborative, achieve results through teamwork and partnerships
• Strong analytical skills and ability to collate and interpret data from various sources
• Excellent English language communicator with a natural aptitude for dealing with people
• Good network diagnostic skills, attention to detail, concise, accurate, urgency, meticulous
• Willing to work on a 24/7 shift including nights, weekends and public holidays / on-call as required.

Application Instructions:

The application deadline is Not Specified. Qualified and interested candidates should send their updated Resume to: [email protected] using the Job Title as the subject of the email.

Note: Only qualified candidates will be contacted. It is important to visit the official website (link found below) for detailed information on how to apply successfully for this vacancy.

Official Website: https://wioccgroup.net