New member? Register
  
 
 



Administrative Jobs in Nigeria

Advertising Jobs Nigeria

Accounting Jobs in Nigeria

Auditing Jobs Nigeria

Arts Jobs in Nigeria

Agriculture Jobs in Nigeria

Architecture Jobs in Nigeria

Aviation Jobs in Nigeria

Automobile Jobs in Nigeria

Banking Jobs in Nigeria

Classified Jobs Nigeria

Computer & InfoTech Jobs

Customer Service Jobs

Civil Engineering Jobs

Cook Jobs

Database Jobs in Nigeria

Driving Jobs in Nigeria

Education Jobs for Nigerians

Estate Management Jobs

Electrical/Electronics Jobs

Engineering Jobs in Nigeria

ERP & SAP Jobs in Nigeria

Facility Mgt Jobs in Nigeria

Finance Jobs in Nigeria

Front Desk Jobs in Nigeria

Geology & Drilling Jobs

Government Public Service-

Hardware Jobs in Nigeria

Hospitality Jobs in Nigeria

Hotel Jobs

HR Jobs in Nigeria

Industrial Attachment (Internship)

Insurance Jobs in Nigeria

Internet & Work aHome Jobs

Java Jobs in Nigeria

Law Enforcement Jobs

Lecturing Jobs in Nigeria

Legal Jobs in Nigeria

Linux & Unix Jobs Nigeria

Marketing & Sales Jobs

Mass Communication Jobs

Maritime & Shipping Jobs

Medical & Healthcare Jobs

Military Jobs in Nigeria

Ministry & Parastatal Jobs

Computer Networking Jobs

NGO Jobs in Nigeria

Oil & Gas Jobs in Nigeria

Oracle Jobs in Nigeria

.Net Technology Jobs Nigeria

Personal Assistant Jobs

PHP & MySQL Jobs in Nigeria

Physician & Med Practioner

Public Sector/Service Jobs

Public Relation Jobs

Programming Jobs in Nigeria

Pri/Sec Sch Teaching Jobs

Real Estate Jobs in Nigeria

Research Jobs in Nigeria

Safety & Health Jobs

Secretarial Jobs in Nigeria

Security Jobs in Nigeria

Sales Jobs

Shipping & Maritime Jobs

Student Jobs in Nigeria

Mass Communication Jobs

Software Developer Jobs

System Admin Jobs in Nigeria

Teaching Jobs in Nigeria

Telecommunication Jobs

Unskilled Jobs Nigeria

Volunteer Jobs Nigeria

Web Developer Jobs Nigeria

Web Designer Jobs in Nigeria




Get Latest Nigerian Job Alert!
Enter your email below.

Delivered by FeedBurner















  
          Popular Jobs
SPIE Oil & Gas Services Job Recruitment (15 Positions)

Alfred & Victoria Associates Trainee & Exp. Job Recruitment (6 Positions)

IntelliFin Solutions Limited Job Recruitment (3 Positions)

ipNX Nigeria Limited Graduate & Exp. Job Recruitment (19 Positions)

Viva Cinemas Job Recruitment (3 Positions)

Nicnax Enterprise Job Vacancies (3 Positions)

AETI Power Systems and Control Limited Job Recruitment (3 Positions)

U.S. Embassy Job Recruitment (4 Positions)

Marriott International Job Recruitment (4 Positions)

Andela Nigeria Internship Programme Recruitment 2019

World Health Organization (WHO) Job Recruitment (5 Positions)

OrgLearning Consult Job Recruitment (5 Positions)

Sarahchris Ventures Limited Job Recruitment (14 Positions)

Greensprings School Graduate Trainee Programme 2019

Adefemi Hospital Limited Job Vacancies (3 Positions)

Nasarawa State Community and Social Development Agency (NCSDA) Job Recruitment (7 Positions)

United Nations High Commissioner for Refugees (UNHCR) Job Recruitment (3 Positions)

Andela Nigeria Internship & Exp. Job Recruitment (9 Positions)

Seahorse Lubricants Industries Limited Job Recruitment (4 Positions)

SellaField Energy Resources Limited Job Recruitment (13 Positions)

Vincintoire Limited Job Recruitment (3 Positions)

Medecins du Monde (MdM) Job Recruitment (3 Positions)

Fabeny Consulting Limited Job Recruitment (3 Positions)

Indorama Eleme Fertilizer & Chemicals Limited (IEFCL) Fresh Graduate & Mid-level Job Recruitment

Human Capital Partners (HCP) Graduate & Exp. Job Recruitment (9 Positions)

Co-Creation Hub (CcHUB) Job Recruitment (4 Positions)

Bolton White Hotels & Apartments Job Recruitment (7 Positions)

Growth in Value Alliance (GV Alliance) Partners Job Recruitment (5 Positions)

Aptech International Preschool Job Vacancies (3 Positions)

Guaranty Trust Bank (GTB) OND Internship Programme 2019

Adexen Recruitment Agency Job Recruitment (5 Positions)

Greensprings School Graduate & Exp. Job Recruitment (3 Positions)

Pruvia Integrated Limited Job Recruitment (6 Positions)

Premiere Urgence Internationale (PUI) Job Recruitment (4 Positions)

International Organization for Migration (IOM) Job Recruitment (6 Positions)

International Institute of Tropical Agriculture (IITA) Job Recruitment (10 Positions)

AXIOMISL Job Vacancies (4 Positions)

GE Nigeria Internship & Exp. Job Recruitment (7 Positions)

Karisa Consults Job Recruitment (4 Positions)

Interswitch Group Mid-level & Exp. Job Recruitment (12 Positions)

WTS Energy Job Recruitment (7 Positions)

Sifax Group Job Recruitment (6 Positions)

Taqwa Private Schools Job Recruitment ( 6 Positions)

Michael Stevens Consulting Job Recruitment (4 Positions)

AARTI Rolling Mills Limited Job Recruitment (14 Positions)

Newly Commissioned University Job Recruitment (7 Positions)

Rovedana Limited Job Recruitment (5 Positions)

Compovine Technologies Limited Job Recruitment (9 Positions)

ACTED Job Recruitment (4 Positions)

9mobile Nigeria Job Recruitment (3 Positions)


Service Desk Executive at eStream Networks Limited

Posted on Thu 13th Sep, 2018 - hotnigerianjobs.com --- (0 comments)


e.Stream is a provider of broadband network infrastructure and connectivity solutions. We are dedicated in providing various services for commercial and public enterprise regardless of their size using Fiber, Satellite Technology and Radio Communication System.

We are recruiting to fill the position below:

Job Title: Service Desk Executive

Location:
Nigeria
Reports to: Assistant Manager, Service Desk
Direct reports: N/A

 Job Purpose

The primary goal for the position of Service Desk Strategic Account Support is:
  • To act as a single point of contact for all user incidents, requests and general communication on services for e.Stream Strategic Account Support (Class D, & E customers).
  • To restore ‘normal service operation’ as quickly as possible in the case of disruption & follow up till incident resolution life cycle.
  • To improve user awareness of service issues and use of services.
  • To manage user communication and escalating incidents and requests using defined procedures.
  • To enhance customer relationships, meeting organizational & operational objectives.
Duties and Responsibilities
Strategic Insight and Integration:

Technical / Analysis and Problem Solving:
  • Use of e.Stream approved monitoring software’s, to proactively monitor links; remotes, PoPs, & backhauls, (End to End) for all Strategic account services.
  • Prompt communication of incident status & progress to customers, & in house till resolution.
  • Systematically troubleshoot incidents through all point of failures and attempt resolution of such incidents for all links being managed.
  • Escalate all unresolved incidents to affected (Outsource service support) / eStream 2nd/ 3rd level support and follow through to resolution life cycle.
  • Coordinate & manage user (Customer) requests related service.
  • Ensure documentation of all incidents and user requests on Microsoft Dynamic CRM.
  • Ensure service performance reports are sent to customers on weekly, monthly and quarterly basis.
  • Provide & report detailed intelligence on service performance for all service being managed to Line manager.
  • Reconcile customer service performance against target on monthly/quarterly basis.
  • Enhance Customer relationship with the company through planned, anticipatory calls to review service performance.
  • Escalate all twice recurring incidents to Line Manager and follow up till resolution & update the customer on complaint/incident status.
  • Liaise with Outsource service support in response to organizational request for access to supplier (Vendor) premises for service maintenance and incident management.
  • Responsible for ensuring that service level target is adhered to during incident resolution process.
  • Maintenance of existing customer accounts through Customer Retention Ratio (CRR)
Interpersonal, Relationship Management & Collaboration:
  • Constantly liaise with service desk team members and all stakeholders to ensure customer satisfaction
Communication:
  • Reporting service impacting incidents on a weekly/monthly basis to service manager.
  • Reporting service performance to customers on weekly / monthly/quarterly basis
Customer Focus:
  • Maintain constant communication with the customer, identify potential issues, and implement appropriate solutions.
  • Work with customers face-to-face or via telephone, attending on-site meetings when necessary.
Financial Management:
  • Increasing revenue through quarterly business chargeback reduction by prudent surcharge negotiation with customers
Requirements
Education & Work Experience:
  • B.Sc/HND, in either Computer Science, Computer Engineering, Electrical Electronics Engineering, Telecommunications Engineering or any other relevant discipline
  • At least 3-5 years of customer support experience, part of this working as a Service Desk /Team Leader role
Competency, Skills & Certifications:
  • ITIL certified or have knowledge of ITIL. CCNA, CWNA
  • Customer service, Soft skill, Service Mgt training and other relevant certificate applicable
  • Strong knowledge of & any other monitoring tool that may be used by the organisation.
  • Experience in the use of software applications including; (Solarwinds, Cacti, iMonitor, WinBox, Microsoft Dynamics CRM, Air-control, CNS Server. etc
  • Technical understanding of network infrastructure.
  • Ability to drive initiatives with minimal supervision.
  • Planning and organizing skills
  • Relationship & People Management
  • Process Awareness & Implementation
  • Service Desk Experience
  • Emphasizing Excellence
KPIs:
  • Reduce time to resolve incidents
  • Apply surcharge arising from delay incident resolution from vendors.
  • Average time to escalate Incidents & Follow ups.
  • Improve Customer satisfaction to reduce churn rate
  • Coaching team member.
  • Maintain good relationship with Customers
  • Ensure proper documentation of customer records.
  • Strict Compliance to QMS Standards.
Working Conditions:
  • The incumbent may be required to sit in cold (air conditioned) rooms for a long time.
  • The incumbent may occasionally work off-site
Physical Requirements:
  • This position does not require any physically demanding task. However, the incumbent should be physically fit to withstand the mental demands.
Application Closing Date
Not Specified.

How to Apply

Interested and qualified candidates should:
Click here to apply online

  

Comments (0)


Post a Comment
Name: *
Email: *
Comment: *