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Inersoft Careers:Jobs

Job Details
Service Desk Troubleshooting Support
Server Admin
Japan
Tokyo
2020-03-23 12:49:43

Service Desk Troubleshooting Support

 

The Service Desk Teams work 24x7, though Service Desk Extension Service resources were requested in 2 shifts

- 9 hours shift are expected (Not 24X7 coverage).

- Services shifts were requested also during weekdays, weekends & holidays as shall be mutually agreed.

 

Roles & Responsibilities

The target of this team is to provide local expert troubleshooting assistance, using the tools/processes, to enhance the team ability to achieve faster RCA, high level drill down and handover to appropriate POD for further handling

The following are a list of work items to be agreed with the team and prioritized based on team availability and need:

 

- Modify complaints from Customer Care to technical terms and deeper handling

- Filter complaints: Self handling, hand back to CC, technically categorize and escalate to vendors

- Ways to troubleshoot and resolve problems with different vendors, at different domains: Core, RAN & coverage, Services, Networking and connectivity (RMNO, Roaming IN/OUT, HW, Interfaces, …)

- Define methods to provide technical assistance for questions and problems from SD and End User Customers

- dashboards reviews to diagnose customers service bad experience issues and identification of problem trends

- Monitor and identify performance issues proactively using applications

- Writing, editing, and revising MOPs & procedure manuals for Customer Care complaints handling

- Triage and troubleshooting using indicators and tools and drill downs to give 1st line response to Customer Support Team

- When & How on tickets escalation to suitable PODs, or vendors for further investigation, treatment, or/and solution

- Online monitoring customer complaints and collect data for next level escalation

- Emulate or reproduce technical problems encountered

- Derive with teams and PODs on special VIP handling procedures, tools and MOPs

- Proactive enhancement - Work with other functions within business to help identify issues and requirements for continues service and improvements

- Review possible ways to support and contribute on special projects

- Work with teams to create a maintenance, problems and solutions log

- Map and modify over time the R&R for 1st level triage and troubleshooting support

 

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