Engineer-Integrated Ops

votre rôle

To provide level 2 support and to ensure a professional and consistent delivery of quality service to Orange Business services customers and achievement of operational targets

Expected tasks:

- Act as point of entry for all inbound first level support.

- Adhere to published Service Desk processes, procedures and incidence excellence guidelines at all times.

- Manage/process common mail box efficiently and timely convert them into incidents, change etc.

- Manage the efficient recording, tracking and escalation of Incidents and complaints.

- Ensure Customers are regularly informed on request status or incident progress.

- Make assessment of requests that cannot be easily categorized referring them to Service Desk Supervisor if necessary for further qualification based on agreed service levels.

- Escalate issues when necessary to Service Desk Supervisor/Manager in line with business escalation procedures.

- When necessary Invoke escalation procedures relative to the appropriate Customer/Product/Service SLA with Fault Resolution groups.

- Manage the Request/Incident life-cycle, including closure, verification and customer communication.

- Manage communications with customers in event of scheduled/unscheduled service disruptions and/or outages.

- Assist when necessary in detecting possible problems and assigning them to the appropriate problem management entity/team for them to raise problem records, provide workarounds and conduct Root Cause Analysis activities (RCA) Provide exemplary customer focused support.

- Ensure incident reporting data integrity is maintained to the highest possible standards.

- Undertake any other reasonable task as assigned by your manager.

- Understand the organization and Products/Services provided to its customers.