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- Technical Capability. Works undersupervision, supporting standard technical queries related to asingle product/small set of products (e.g. Cisco products,operating system, basic networking, PCs). Manage incoming clientcontacts and escalations with professionalism and proactivity, inorder to prioritize their needs and provide unique solutions toproblems.
- Business Awareness. Develops anunderstanding of customer's environment and servicedelivery requirements to enable the delivery of a first-classservice. Own the Stakeholder Experience by liaising with diverseHelpdesks (for troubleshooting assistance), product partners (bothcertified through the client andthird-parties).
- Process. Documents actionstaken in resolving routine customer enquiries ensuring establishedprocesses/systems are followed.
- ProblemSolving. Takes ownership for listening to and understanding basiccustomer problems asking relevant questions to resolve typicallyknown problems within required timescales. Knows when problems are'beyond them' and escalates so they can beresolved.
- Service Level. Escalates issues asnecessary to deliver required service level and meet or exceedcustomer expectation/SLAs. Monitors performance through statisticalreporting and analysis.
- Team Working. Acts as ateam player and is viewed by colleagues as a helpful and effectivemember of the team.
- Personal Development Takesownership of own development and has a development plan inplace.
Service Desk Analyst - Dubai, United Arab Emirates - NTT Ltd
