Service Desk / NOC Engineer
Qatar National Broadband Network
Total years of experience :17 years, 6 Months
Manage fiber connections on resident and commercial establishments.
Respond to Customer Service requests and Incidents within agreed target timescales
Record, track and monitor Incident progress across the Commercial organization to ensure Service target alignment
Managing the resolution of Incidents with the outsourced service providers, ensuring prompt and effective resolution of incidents and service requests
Escalate issues where significant service affecting incidents or security breaches occur
Deliver excellent customer service, resolving all support calls using company standard incident management system
Track all major incidents and their corresponding Root Cause Analysis reports.
Responsible for sending internal communications of all major incidents related to business and operations.
• Performs Incident Management and Service Desk functions for Vodafone Qatar
• Handles all technical escalations for Levels 2 and 3 that are related to network connectivity and business issues.
• Creates new processes for improvement of service delivery and customer satisfaction.
• Champion internal and external customers by providing second level support and works diligently and consistently to deliver the best customer experience possible.
• Respond to Customer Service requests and Incidents within agreed target timescales
• Record, track and monitor Incident progress across the Technology organisation to ensure Service target alignment
• Managing the resolution of Incidents with the outsourced service providers, ensuring prompt and effective resolution of incidents and service requests
• Assist Problem Management in identifying and analysing Incident trends to proactively improve service offering.
• Escalate issues where significant service affecting incidents or security breaches occur
• Deliver excellent customer service, resolving all support calls using company standard incident management system
• Track all major incidents and their corresponding Root Cause Analysis reports.
• Responsible for sending internal communications of all major incidents related to business and operations.
• Review and disseminate all Change Communications after CAB meetings to business and operations.
• Assists Recruitment Team in interviewing possible new Service Desk Analysts.
• Encourage and implement continuous improvement measures on day-to-day basis within area of responsibility.
• Ensures that the operations for the markets are flowing smoothly, with incidents and requests catered to within the service levels set and resources allocated to the team.
• Ensures that new things that the teams take on are supported with no or minimal impact to SLAs via proper coordination with the different GSD teams (ex: PMPI team, TE team, etc).
• Manage the efficiency of the team’s SLA achievement.
• Provides initiatives in improving or sustaining the required achievement of client SLA’s.
• Provides efficient and accurate dissemination and implementation of process and procedural updates and information.
• Ensures quality assurance standards are applied efficiently to operations.
• Leads a team of 13 technical Resolution Experts, taking inbound calls to resolve technical issues for Dell Dimension Systems home and home-office users.
• Provides direction to the team by closely monitoring productivity of each technician through Quality Audits and effective feedback.
• Hold regular 1x1 coaching, mentoring and performance feedback to each Resolution Experts.
• Implement action plans for the improvement of the team’s technical and resolution effectiveness.
• Completes career development plan for each team member.
• Mentored and honed several Resolution Experts for career advancement and growth within the company.
• Encourage and implement continuous improvement measures on day-to-day basis within area of responsibility.
• Provide guidance and shares knowledge with colleagues relating to own specialization.
• Provide all team members with an Effective Mid-year and End-of-Year Performance Review & Feedback
• Have regular 1x1 meetings with the team which include Career Development, Strategy Formulations, Start-Stop-Continue discussions, Team Building activities, Events Organization and Planning, Work Delegations, etc.
• Active participation to the Business Process Improvement.
• Identifies and tracks issues, risks and action items, provides status to affected stakeholders, and facilities resolution.
• Champion internal and external customers by providing second level support and works diligently and consistently to deliver the best customer experience possible.