Service Desk Agent
il y a 3 jours
As Service Desk Agent within Field Services organization, you are the first point of contact for site access arrangements, handling the communication with the local service providers and support the Network Operations Center located in India with Dutch and French communications to local parties and service providers and guide the field maintenance teams for any site access related matters.
While providing the highest level of customer service, the Service Desk Agent answers the incoming calls, handles the dedicated mailbox, keeps the databases up-to-date, updates the trouble tickets with the necessary information, interacts with the field engineers, site owners, team leaders, dispatching team, Network Operations Center (NOC) and coordinates with other stakeholders. The Service Desk Agent uses a knowledge base along with the expertise to resolve requests in a timely fashion.
You will become part of the Belgian Service Desk team (called OSC) and you will report to the Team Leader - Central Operations.
The activities are related to the radio sites on the Orange and Telenet/Base mobile network in the scope of the Managed Services contracts in Belgium.
**Responsibilities**
- Arrange appointments with owners
- Arrange Cranes and Cherry Pickers if required for site interventions
- Handle Work Orders which are awaiting access arrangement or cherry picker.
- Liaise with the power companies in support of the NOC
- Support the Civil Maintenance teams and Estate teams for site access issues
- Analyse Access Trouble Tickets and push forward for resolution with the owner, field or subco or escalate to other teams when the works are more complex
- Work with priorities according to the customer’s SLAs to manage customer’s expectations
- Update the database following the result of operations (Site Access Files, Post Intervention Files and other relevant tools and databases)
- Able to support or solve issues escalated internally, subcontractors, owner complaints, site owner request or identified in the field during preventive/curative maintenance.
- Escalate to the appropriately stakeholders
- From time to time support the debriefings of incidents, on request, which are KPI impacting to requestor (team leader, KPI management SPOC,)
- Report the progress to the team leader and escalate timely issues
**General requirements**
- Superior language skills in oral and written communication (tri-lingual - EN/NL/FR)
- Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
- Ability to provide explanations over the phone, good phone skills, professional demeanor, previous customer service experience strongly desired.
- Good problem-solving skills, ability to visualize a problem or situation and think abstractly to solve it. Ability to think around difficulties and come up with creative solutions is helpful.
- Ability to handle constantly changing flow of work; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
- Ability to work with or without direct supervision.
- Ability to work in team
- Flexible in work schedule, be able to work early hours starting 7h00 or during normal work with a capability to also work from home based on weekly planning which is aligned with the Team Leader and other colleagues in the team.
- Be able to work in “on-call” work schedule for incoming urgent requests after 17h00, which will be scheduled on a weekly basis, and rotating among the other colleagues in the team.
**Other Info**
- Location: Belgium, main office in Zaventem in combination with homeworking
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