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JD ServiceDesk

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OMARY ABDUL AMIRI
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4 views

JD ServiceDesk

Uploaded by

OMARY ABDUL AMIRI
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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JOB DESCRIPTION

Position: Service Desk Support Engineer

JOB PURPOSE
This position will be responsible for

THE WAY WE WORK


You are open-minded, passionate and the way you work energizes others. You are committed to the timely
delivery of a job well done. You behave with integrity and transparency.

CORE RESPONSIBILITIES

 24/7 Monitoring of all Tigo applications.


 Dealing with incoming faults in a professional, courteous manner over the phone and via Ticketing tool
 Taking ownership of faults and managing them in a logical and methodical manner
 Correctly logging incidents and faults, categorising and prioritising them in line with team procedures
 Conducting full and through diagnostics with end users to enable first point of contact fault resolution
 Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external
teams as appropriate
 Managing faults through their entire lifecycle from the first point of contact through to resolution,
proactively
 keeping the customer informed of progress
 Diagnosing and resolving problems to the customers satisfaction
 Maintain and develop own knowledge and skills to assist with first time fault resolution
 Identify and escalate repeat issues or service risks into service management teams
 Sharing knowledge with team colleagues
 Manage several scheduled tasks for customers, designed to ensure that the customers systems remain
operational.
 Recommend procedure modifications and improvements.

QUALIFICATION AND EXPERIENCE

 Bachelor’s Degree in information technology / Computer Science / Telecommunications or other


Technology-related field.
 Excellent knowledge of Relational Databases (Mysql, MS sql Server and Oracle), SQL and ORM
technologies.
 Strong analytical and problem-solving skills.
 Experience on system testing and monitoring.
 Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities.
 Should have good knowledge in System integration and its standards.
 Experience with system monitoring and testing.
 Basic knowledge in Networking (OSI network layers, TCP/IP).
 Excellent English oral and written communication skills.
 High level of integrity.

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