Customer Service Excellence
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We are seeking a skilled Senior Service Desk Analyst to deliver exceptional customer service and first-level escalation, ensuring issues are resolved promptly and efficiently.
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The ideal candidate will possess strong technical and troubleshooting skills, with experience across mobile device management and related technologies.
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They will also be able to communicate clearly and effectively with both technical and non-technical stakeholders, ensuring updates and recommendations are easy to understand and free of jargon.
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Additionally, the successful candidate will have prior experience in service request and incident management, ideally with ServiceNow, and a solid background in telecommunications/IT industry.
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Key responsibilities include managing customer requests and incidents within agreed SLAs, liaising and escalating with internal teams, third-party vendors, and partners where required.
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Other key requirements for this role include minimum 3 years' experience in a Service Desk Analyst position, with strong customer service excellence, and a strong understanding of cellular technologies including LTE, 5G NR, RAN, EPC/5GC, and VoLTE.
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Other essential skills and qualifications include hands-on expertise with cellular network hardware, SIM provisioning, and radio frequency fundamentals, as well as excellent communication and interpersonal skills, and proven history of conflict resolution and stakeholder management.
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Requirements:
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* Minimum 3 years' experience in a Service Desk Analyst role
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* Strong customer service excellence
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* Strong understanding of cellular technologies (LTE, 5G NR, RAN, EPC/5GC, VoLTE)
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* Hands-on expertise with cellular network hardware, SIM provisioning, and radio frequency fundamentals
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* Excellent communication and interpersonal skills
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* Proven history of conflict resolution and stakeholder management
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Benefits:
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* Fulfilling career opportunities
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* Collaborative and dynamic work environment
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* Ongoing training and professional development
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About Us:
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We are committed to delivering exceptional customer service and driving innovation in the telecommunications/IT industry.