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Pilote d'Activité Client et Réseau - ISP

ref :577268 | 26 sept. 2023

date limite de candidature : 22 juil. 2024

Mauritius Ebene - Ile Maurice

votre rôle

1.0 Job Purpose

·         Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. 

·         Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

 

1.1 Mission:

To work in collaboration with all stakeholders in the provisioning of Orange IS tools in regard to multiple products and services within the scope of IS Provisioning MRU.

 

1.2 Role & Purpose:

¿             Accurate Provisioning of orders on Orange IS tool.

¿             Ensure Service Quality indicators are respected

¿             Timely Escalation and follow up of unresolved problems to the appropriate entity

¿             Ensure effective and efficient Backlog Management.

¿             Under minimal supervision, respond to internal inquiries concerning support requests, systems status, software’s issues and network connectivity.

¿             Ensure Client Portal is provisioned according and security information sent according to company policy and rules.

¿             Maintain all SLAs as defined on each perimeter.

¿             Maintains and protects confidentiality with regards to all aspects of client information.

¿             Adheres to Code of Conduct, Mission and Value statement of the company.

¿             Maintain current files on all requests &/or orders received.

¿             Ensure that appropriate steps are taken to update knowledge with any technology or system upgrade corresponding to the working environment.


votre profil

1.0 Job Purpose

·         Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. 

·         Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

 

1.1 The Mission

·         Responsible for activation of service for Enterprise Customers network solutions with troubleshooting and resolving in case of issues.  When resolution is not possible ensure the fault is passed to the most appropriate group able to resolve.

 

1.2 Main responsibilities and Required Skills : 

1.2.1 ISP activities

 

·         Handle quieries (mail or via ticketing tools) in a professional manner

·         Ability to analyse the customer’s request and identify proper course of action

·         Incident ticket creation if and when required

 

1.2.2 Monitoring activities

 

·         Monitoring of Dashboard and Backlogs to ensure no tickets are left unattended

·         Handle check listing activities

 

1.2.3 ISP support

 

·         Ensure customer acceptance tests are performed successfully.

·         Update SI tools (Service Information) after each operation performed

·         Appropriately categorize, prioritize and escalate incidents and service requests which resolution is not found

·         Ensure resolution is performed within the defined SLA levels

 

1.2.4 Reporting and Communication

 

·         Communication on Incident progress and resolution

·         Communication of amendments  required to Knowledge base (Wiki)

·         Assist training dispensed from SIE/SLM team


le plus de l'offre

·         key accountabilities

·         key result / decision areas (outcomes)

·         Handle Field engineers and customer requests

·         Daily check listing tasks

·         Ensure resolution is performed within the defined SLA levels

·         Reporting and communication

·         Ensure Tools and reports is correctly filled

·         Liaise with external teams on crisis situations and provides updates


contrat

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