MTN GlobalConnect Vacancies 2022

Posted on :

31 Jan, 2022

Category :

Administrative Jobs in Ghana

The Service Desk Monitor Support will provide support for the ICT infrastructure including vendor escalation, take inbound calls and provide 1st line support for incident/requests raised.

Through monitoring provide pro-active support for customers and ensure SLA compliance is met with the end customer.

Job Description

Job Title: Service Desk Monitor Support

Key Performance Areas: Core, essential responsibilities/outputs of the position (KPA’s)

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The Service Desk Monitor Support will be accountable to achieve the following objectives:

  • Perform proactive monitoring of customer connectivity and network devices
  • Provide general first-level technical support to end-users organization-wide
  • Assist in providing first-level phone/email support on ICT-related issues and facilitate technical issues requiring location visits.
  • Provide first-level support as per the organization’s guidelines.
  • Communicate resolution of faults to request initiators.
  • Update assigned tasks in a timely manner; escalate as required to management, vendors and clients.
  • Ensure proper escalation during outages or periods of degraded system performance, problem resolution and customer satisfaction.
  • Assist in maintaining issues/request log. Ensure accurate and prompt logging of all requests/ issues unto the central database
  • Implement/comply with pre-defined service desk management policies and procedures.
  • Assist in administering customer satisfaction surveys to obtain feedback on Service Desk efficiency (where necessary).
  • Perform any other duties as assigned by the Manager, Service Desk

Job Requirements (Education, Experience and Competencies)

Experience:

  • At least 3 years experiences in Telecommunications, with operational support experience
  • At least 2 years experiences in fixed infrastructure and IP environment
  • Experience on OTN, WDM and SDH
  • Experience on Huawei transmission equipment (OSN)
  • Experience on Cisco or Huawei IP equipment (NE40)
  • Good reading and writing skills
  • Excellent follow up and time control skills
  • Ability to assess the impact of different network problems

Competencies:

  • Key business soft skills including but not limited to problem solving, information processing, and analytical understanding
  • Data interpretation, quality focus, continuous improvement, and reporting skills
  • Strong communication skills
  • Highly client driven interactions


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