![\"mtn](\"https://jobpointghana.com/wp-content/uploads/2021/09/mtn.png\")
MTN Ghana is seeking applications from suitably qualified individuals to fill the position of Service Desk Monitor Support
The Service Desk Monitor Support will provide support for the ICT infrastructure including vendor escalation, take inbound calls and provide 1st line support for incidents/requests raised.
Through monitoring provide pro-active support for customers and ensure SLA compliance is met with the end customer.
Key Performance Areas: Core, essential responsibilities/outputs of the position (KPA’s)
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 organisation-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 experience in fixed infrastructure and IP environment
- Experience in 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
How To Apply For The Job
To submit your application, click on the link below and complete all relevant fields on the online application form.
Closing Date : 25th Feb. 2022