About this opportunity!

We are looking for Service Desk Engineer preferably with some Telecom BSS and IT operations background.

The person needs to be excellent in verbal communication and fluent in more than one language (English and Arabic preferred).

What You Will Do

• Handling the service request like
• Seeking for Information
• Customer queries
• Providing user access
• Password reset
• Assign service request to front office, back-office teams and monitor them till they are not closed
• Get the satisfaction comments and close the request
• Escalate the ticket in case on-site troubleshooting or further problem analysis to different technology teams.
• With new kind of service requests, issues & queries reported by end customer the FAQ to be updated. These FAQ’s will be made available for users through the communication channels.
• Handle out of scope service requests, analyze the trends, and update the FAQ section
• Record the interaction and update the user on status of request, inform the user on the expected time of resolution as per the priority and SLA.
• In case of any escalations, follow the functional and hierarchical escalation matrix as defined for-end-user support
• Provide timely updates with alerts advising of any new or changed information and internal communication via IT Technology update channels
• In case there are any issues coming from Network nodes, assign it to relevant teams to take further action
• VIP call handling as per the specific agreed approach for customer

You will bring

• Batchelor degree in any domain (engineering or computer science will be preferred)
• 2+ years of relevant experience in an IT service desk setup
• Excellent communication skills
• Positive attitude and flexible to work on call to provide production support in 24x7x365 environment

Why join Ericsson?

At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build never seen before solutions to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

What happens once you apply?

Click Here to find all you need to know about what our typical hiring process looks like.

Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we nurture it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team.

Ericsson is proud to be an Equal Opportunity and Affirmative Action employer, learn more.

Primary country and city: United Arab Emirates (AE) || United Arab Emirates : Dubai : Dubai

Req ID: 723469