Telephony Service Desk Consultant

Our client is a household name in the Telecommunications industry and they are looking for an outgoing Service Desk Consultant to join their Telephony Support team.

KEY ACCOUNTABILITIES:

- Manage Customer Service requests using SMEC Remedy 7.5
- Fulfil service request using various tools eg mica
- Actively manage suppliers to insure SLAs are met
- Keep the customer informed on status of service request.
- Update articles in SMEC Remedy Knowledge Management system
- Provided mentor support to first level team members
- Update identified gaps to existing procedures/work instructions (BAU).
- Assist the Service Delivery Management team with escalations and service improvements
- Provided weekly updates/mitigation of tickets

ESSENTIAL SKILLS & EXPERIENCE:

- PSTN and ISDN lines knowledge
- BMC Remedy 7.0 and 7.5
- ADSL, and BDSL Knowledge
- Wireless solutions (Handsets, Service and application malfunctions)
- PABX's
- IP Telephony

This is NOT a desktop support role. If you meet the skills criteria mentioned above and would like to be considered for this great role please APPLY NOW