Service Desk Specialist

Job Objective: Provide support to Enterprise customers by resolving technical faults and responding to technical queries related to Data or Fixed Line Services, ensuring effective resolution within agreed timelines, adherence to quality standards, and customer satisfaction at the core of every decision and behaviour. Primary Responsibilities Operational:

1. Attend query calls, emails, or chats related to technical faults or issues received from Enterprise customers.
2. Receive required details from the customers, analyze technical faults or issues, and provide remote resolution in accordance with pre-defined procedures and quality standards.
3. Achieve target SLAs by proactively monitoring the customer network and implementing network enhancement initiatives within the assigned work area.
4. Handle escalated customer issues, complex or critical customer inquiries, or complaints.
5. Prepare daily/monthly customer network analysis reports.
6. Liaise with internal teams/departments to resolve technical faults or issues or forward the case to another relevant team/department, ensuring timely and appropriate response.
7. Provide accurate, valid, and complete progress updates on faults or incidents to the customers.
8. Close the query, complete the required documentation, and log call details in the system.
9. Monitor routers/nodes to identify potential issues and plan preventive maintenance.
10. Create, maintain, and regularly update customer’s database and records.
11. Keep abreast of market trends in Enterprise Segments and Batelco’s product and service offerings to provide better customer service.
12. Undertake execution of any project/initiative for the department and organization as identified from time-to-time based on business needs.
13. Serve as a subject matter expert in own work area/sub-function/function and provide guidance to team/peers and support in the achievement of operational targets.
14. Undertake initiatives to improve processes in the assigned area of work.
15. Guide team/peers in meeting delivery timelines and performance expectations.
16. Ensure that team/peers adhere to company policies and legal regulations.

1. Identify training needs and nominate team members for training programs.
2. Ensure timely completion of PMR process for self and the team.
3. Continuously share knowledge and understanding of the telecom industry and business trends.
4. Ensure active participation in employee engagement surveys.