Service Desk Engineer

Tier 1 Engineer

Role Summary:

The Service Desk & Tier 1 Engineer will provide first line technical support to GTT’s customers across an international base. The successful candidate will require an aptitude for working with a variety of Information and Communications Technology (ICT) portfolio of products and services, to undertake analysis, diagnosis and resolution/fulfilment of customer incidents/requests, which may range from straightforward to more complex technical requirements. There is also a range of administration duties within this role.

Job Scope/Supervision:

Interacts daily with NMC, Tier 1,5, Tier 2, Tier 3, Carrier Management.
Reports to Manager, Service Assurance

Duties and Responsibilities:

•Logging all relevant incident/service request details, allocating categorization and prioritization codes.

•Providing first-line investigation and diagnosis using approved tools, systems, and procedures.

•Resolving/fulfilling incidents/service requests that are in scope.

•Technical Escalations - escalating incidents/service requests that cannot be resolved/fulfilled within agreed timescales or are out of Service Desk/1st Line scope, to the next level technical team which may include 3rd Parties or other non-Assurance functions.

•Engaging and arranging external technical and non-technical support where hands and eyes support are required on-site.

•Following-up with external technical and non-technical support organizations including 3rd parties until incident/request resolution/fulfilment.

•Managerial Escalations – escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs, or that are out of scope, which may include 3rd Parties or internal roles (e.g. Service Manager, Account Manager).

•Keeping customers informed of progress.

•Owning incidents/requests from ticket creation to resolution/fulfilment/closure.

•Closing all resolved/fulfilled incidents/requests and other queries.

•Communication with customers – keeping them informed of incident/request progress, notifying them of impending changes or agreed outages, etc.

•Ensure the Configuration Management System (CMS) is maintained/updated.

•Maintain an exceptional level of customer service during any engagements with Customers/3rd Parties/Internal Teams.

•Ensure communication always is clear, concise, meaningful, professional and efficient.

•Provide feedback to appropriate Line Manager on how the Service Desk and supporting functions can improve.

•Identify need for Problem Management for reoccurring Incidents/Events.

•Understanding of and familiarity with Customers’ services and solutions.

•Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics).

•Actively participate as required in meetings (customer, 3rd party, internal).

•Conducting customer satisfaction call backs/surveys as agreed.

•Coach/guide Junior staff and new starters.

•Act as delegate for Senior staff.

•Act as technical escalation gate for Junior staff.

•Higher First Line Fix/Right First Time than Junior staff.