WIOCC is the leading player in the deployment of carrier-scale, future-proofed network infrastructure into Africa. We have the flexibility and scale to meet the ever-growing demand for reliable, high-speed capacity throughout Africa, driven by end consumers, enterprise users and the ecosystem that supports them. Our policy of continual investment in our network to create Africa�s first, truly hyperscale network infrastructure means ongoing investment for growth, ensuring our readiness to meet the future data volume demands of end users throughout Africa.
Job Objective
- Proactively manage WIOCC’s service desk channels, be the client's first-contact champion and ensure all client issues are ticketed to meet quality and performance levels that ensure client delight.
Key Duties & Responsibilities
- Client query/issue handling. Ensuring client queries or issues are captured, validated, and open tickets for further processing by the NOC
- Communicating with clients. Ensuring that various types of information are communicated to clients through the appropriate channel(s)
- Automation. Ensuring improvement of the above two processes through analysis, reviews and reporting, as well as through automation, competence building, knowledge sharing and other organisational changes
- In conjunction with client service managers, conduct client satisfaction surveys and generate reports
- Assessment of client satisfaction/lack of it once an incident is resolved – through calls/emails among others
- Monitors client complaints and addresses issues raised.
- Collaborate on policies and standard operating procedures with the department head.
- Identify service concerns, issues, and challenges and liaise with other stakeholders to ensure the problem is promptly actioned
- Ensure data integrity of ticketing systems
- Monitors service desk channels and collects performance data
- Manage and coordinate the escalation of urgent and complicated support issues to the respective teams
- Establish new and report of existing progress reports and performance metrics to measure system effectiveness and productivity
- Monitor problem management database and follow up with assigned personnel to ensure timely resolution of problems
- Generation of various service desk reports in an accurate manner and distribution in an effective and timely manner
Minimum Qualifications
- Bachelor’s Degree in IT, Telecommunications (or equivalent) in a related field
- Project Management
Experience & Skills:
- Requires a minimum of 2 years experience in the telecom industry including experience in service desk, customer service or similar fields
- Effective written and verbal communication skills evidenced by work history and accomplishments
- Knowledge of at least one trouble ticket system, NetSuite (desirable)
- Excellent communication and soft skills, including the ability to listen, summarise and concisely share key information with clients
- Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environment
- Respond to a broad range of service requests for support by providing information to fulfil requests or enable resolution
- Promptly allocates unresolved calls as appropriate
- Maintains records, informs users about the process and advises relevant persons of actions taken
Attributes:
- Client-focused, relationship-builder
- Integrity, honesty with high ethical standards
- Boundless, passionate and flexible
- Personnel excellence, accuracy and attention to detail
- Collaborative, achieve results through teamwork and partnerships
- Strong analytical skills and ability to collate and interpret data from various sources
- Excellent English language communicator with a natural aptitude for dealing with people
- Good network diagnostic skills, attention to detail, concise, accurate, urgency, meticulous
- Willing to work on a 24/7 shift including nights, weekends and public holidays / on-call as required.
Method of Application
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