Engineer-Integrated Ops

about the role

SITA Service desk is high visibility desk and Engineer-Integrated Ops would be responsible to provide efficient and effective customer interface with focus on efficient and effective management of incidents lifecycle, knowledgeable engagement, overall customer satisfaction and timely escalation of issues. He/She would be responsible to answer, process and route all inbound calls to the service desk, ensuring efficient and effective provision of service to respective customers meeting the necessary Key Performance Indicators (KPI) and Service Level Agreements (SLA).

Expected tasks:

- Act as point of entry for all inbound first level support calls

- Adhere to published Service Desk processes, procedures and incidence excellence guidelines at all times.

- Manage/process common mail box efficiently and timely convert them into incidents, change etc.

- Manage the efficient recording, tracking and escalation of Incidents and complaints.

- Ensure Customers are regularly informed on request status or incident progress.

- Make assessment of requests that cannot be easily categorized referring them to Service Desk Supervisor if necessary for further qualification based on agreed service levels.

- Escalate issues when necessary to Service Desk Supervisor/Manager in line with business escalation procedures.

- When necessary Invoke escalation procedures relative to the appropriate Customer/Product/Service SLA with Fault Resolution groups.

- Manage the Request/Incident life-cycle, including closure, verification and customer communication.

- Manage communications with customers in event of scheduled/unscheduled service disruptions and/or outages.

- Assist when necessary in detecting possible problems and assigning them to the appropriate problem management entity/team for them to raise problem records, provide workarounds and conduct Root Cause Analysis activities (RCA) Provide exemplary customer focused support.

- Ensure incident reporting data integrity is maintained to the highest possible standards.

- Undertake any other reasonable task as requested by your manager.

- Understand the organization and Products/Services provided to its customers.

Qualifications:

- Graduation Degree from a recognized university.

- CCNA, MCP/MCSE & ITIL preferred.

Experience:

- Minimum 2 year of experience in customer facing role/technical support/incident management roles.

- Internet/Desktop troubleshooting skills preferred.

- Basic understanding on LAN and WAN devices & connectivity preferred

Global Delivery & Operations

Orange Business is a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business. Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.