Service Desk Technical Advisor

Job content

The Service Desk Technical Advisor provides Systems and Network administrative and technical support for our Carrier products

Roles and Responsibilities:

Completion of routine administrative duties using Microsoft apps, portals and systems to, amongst other duties;

• Administer and maintain IP addresses
• Provisioning / ordering
• Number porting

These administrative duties will be performed with a longer-term view of learning the required skills to progress to being a competent member of the team responsible for;

• Using all forms of communication to carrying out escalated support (2nd line), improving the support processes, and feeding back/communicating with the support teams.
• Assisting with implementation and support of VOIP and Data Network products, escalating as appropriate to Network and Systems Engineers
• Responding to and resolving any faults that may arise, using diagnostic tools and vendor support
• Assisting with testing of VOIP and Data systems, including new features, devices and reproduction of customer issues
• Assisting Network engineers, Systems engineers and Developers with other tasks as and when required
• Handling and resolving customer complaints in a calm polite manner
• Liaising with multiple departments to process orders, applications and requests
• Working on several tasks at once and prioritising own workload as operationally required
• Training new and existing colleagues

Skills Required:

• Aptitude towards learning and desire to learn skills based in more technical areas.
• Ability to multi-task, prioritising multiple tasks and objectives
• Client service oriented with the ability to interact with clients, staff, and management teams
• Good verbal and written business communication skills
• Ability to work independently, with a high degree of initiative, and within a collaborative team environment.
• Good organisational and time management skills
• The ability to problem solve in a logical manner in order to rectify customer issues efficiently
• The ability and drive to learn and work with new technologies and products as required
• Attention to detail and accuracy
• Customer empathy and a helpful attitude
• Commercial appreciation
• Strong numeracy and analytical skills
• Ability to explain concepts and detail to the layperson
• IT literate
• Ability to work independently and on own initiative as well as part of a team
• Enthusiasm, self-motivation & willingness to operate flexibly
• Well organised and methodical
• Understands the need for diligence with reporting and identifies any risk areas

Desirable skills

• Knowledge of the telecommunications industry; VOIP, broadband and/or any data connectivity
• Knowledge of desktop operating systems (Windows or Linux).

Qualifications and Experience Required:

• Experience within a Customer Services environment or support desk within the tech industry or using technology to serve customers
• Experience dealing with demanding customers
• Experience in all Microsoft Office applications, specifically Microsoft Excel.
• Experience of working within the telecoms industry (not essential)