Please note that MainOne does not accept unsolicited resumes from recruitment agencies.
In the absence of a signed service agreement, MainOne will not consider or agree to any payment,
referral fee or such other compensation to a recruitment agency. In the event of the submission of an
unsolicited resume or referral from a recruitment agency without a signed service agreement,
MainOne reserves the right to pursue and hire any such candidates without any obligation (financial or otherwise)
to such recruitment agency.
In addition, MainOne does not support or approve hiring practices that obligate a candidate to pay a
portion of his/her remuneration to a recruitment agency as compensation for a referral to MainOne.
DECLARATION (Applicants)
I hereby declare that the information I will provide on my job application and supporting documents is
correct and can be relied on. If it is subsequently discovered that any statement or information is false,
misleading or copied from another source (in the case of assessments), my application may be disqualified.
The senior GNOC Service Desk Engineer will be responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.
Other responsibilities include:
Reporting and tracking of all service desk related concerns
Tracking the activities of the team and evaluating performance
Training and supporting service desk representatives
Ensure customer concerns are addressed in a timely and accurate manner on a daily basis
Set specific customer service standards
Contribute to improving customer support by actively responding to queries and handling complaints
Establish best practices through the entire technical support process
Follow up with customers to identify areas of improvement
Develop daily, weekly and monthly reports on help desk team’s productivity
Provide customer feedback to the appropriate internal teams, like product developers
Qualifications, Skills & Competencies
Qualification
BSc. in Information Technology/Computer Science/Electrical & Electronics Engineering.
ITIL certification will be an added advantage
2-4 years’ work experience in a Telecommunication or ISP environment with knowledge on customer management.
Competencies
Good understanding and use of trouble ticketing applications, data reporting tools, ability to interpret trouble ticketing data and effectively present analysis with zero tolerance error.
Knowledge of incident, problem and change management framework (ITIL) and ISO 9001 management systems.
Proficient in the use of MS application (Excel, Word and PowerPoint)
Good written and verbal communication skills.
Strong Interpersonal Skills and ability to convey information accurately.
Capable of multi-tasking, time management and prioritisation of workload.
Ability to assess and prioritise faults and respond or escalate accordingly.
Willing to learn and develop new skills and actively seeks out tasks that help develop skills and knowledge.
Actively encourage strong working relationships with other teams.
Customer-service oriented with a problem-solving attitude
Demands of the Job
Ability and willingness to work round the clock when required, and meet tight deadlines.
Ability to work shift rounds if necessary
Ability to multitask effectively and adapt to a fast-paced working environment
Proven work experience as a Service desk engineer
Hands on experience with help desk and remote control software
Customer-service oriented with a problem-solving attitude
Excellent written and verbal communications skills
