Lead Service Desk - Telecom

Job description / Role

- Real Time & continuous follow-up with global support teams for Critical incident resolution
- Manage and coordinate activities during overall ticket life cycle
- Ensure that the Incident record is fully updated prior to Problem Management handover
- Responsible for sending all Incident notifications as per agreed process
- Chair bridge calls for effective coordination, incident resolution, service restoration
- Continuously follow-up with support team for relevant notification updates per SLA, and drive resolution
- Follow the global Service Restoration Management Process
- Ensure Incident Time line Report is created immediately after resolution
- Contribution to ongoing process & operational improvements
- Uses professional expertise to integrate work and make operating decisions on escalated issues
- Accountable for objectives where goals and operational processes are defined
- Interacts daily with subordinates and peer groups
- Provide input to and coordinate the development of the Network Incident Report (NIR) and the Root Cause Analysis (RCA), including initial recommendations to prevent the re-occurrence of a similar incident.
- Seeks the cooperation of others concerning specific projects or deadlines

Requirements

Contributions/Achievements
- Created KB for all Known issues using service now (WIKI)
- Created KDEB and it is used and updated regularly for IT Operations in Service Desk
- Created SOP for Service Desk Team which helps for the audit.
- Created Training Material and Guide for Service desk, this is regularly used by all service desk engineers on daily operations.
- Quality Audit which was conducted on Monthly basis had improved the Quality from 75 % to 90 % for the Team.
- Gave innovative ideas of reducing the call volume.
- Monitoring call volume and scheduling the breaks
- Conducted cricket communications team awareness program

Skills:
- ITIL V3 Foundation Certification
- Data Center migration
- Internal Auditors Training’
- IQMS for Project leaders
- ITIS IQMS

Software
- Hands on experience in all MS office applications Such as Word, Excel, PowerPoint, Access.
- Hands-on experience in Microsoft product such as Windows Versions 9x,2000,XP,Vista, Office Versions 2002, 2003, 2007 and 2010.
- Anti-virus software’s such as Norton, McAfee, Symantec
- Installation, configuration and Troubleshooting on Lotus notes email client and Microsoft Outlook.

Hardware
- Assembling and trouble shooting of a PC ,
- Hands-on experience in configuring and maintaining desktops, network printers, scanners.
- Basic knowledge on Blackberry hardware issues and troubleshooting.
- IP addressing
- Troubleshooting LAN and Wireless connectivity problems.
- Knowledge on VPN connection issues and its rectification

Tools
- Tools related for creating the IDS for the dealer and call center login , Active Directory , Exchange server and CATools

Domain Experience
- IT Operations / IT Service Management

Management Experience
- Managing the project and taking the ownership of the daily activities, and meeting the metrics

Business Development
- Created the process run book so that SLA can achieved with good quality
- Contributed for the call volume reduction.
- Ensuring that Quality is maintained in every issue.

Certifications
- ITIL V3 Foundation Certification

Trainings
- Data Center migration
- Internal Auditors Training
- IQMS for Project leaders
- ITIS IQMS

About the Company

Saudi Networkers Services, incorporated in 2001 with an aim to provide the world class business and consulting services through a combination of market insight, technical excellence and unrivalled agile methodology.

Our success stems from building strong relationships and trusted partners, which enabled us delivering exceptional services to public sector, as well as some world's leading organizations, in Telecommunication, Information Technology, Cyber Security, Banking, Energy, Utilities and various other industry arenas.

We collaborate closely, ideate that how the work gets done, while working alongside businesses to collaborate on growth and applying breakthrough innovations, that drive exponential impact, managed by teams specialized in their assigned industry sectors.