Technician Retail Service Desk

Role Overview

Technician Retail Service Desk at Du, providing 24/7x365 technical support to retail customers.

Role Purpose

Serve as the first point of contact for customers seeking technical assistance via phone and email, resolve or escalate incidents and service requests, and maintain continuous availability of Service Desk support.

Key Responsibilities

Customer Support & First Contact

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Ensure full availability of Service Desk telephone and email support 24/7x365 days.
• Pro-actively monitor support mailboxes and log in the system.

Technical Troubleshooting & Resolution

• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Be responsible for resolving or escalating customer reported Incidents and Service Requests and log them in the service desk tool.
• Provide accurate information on IT products or services.

Escalation & Support Coordination

• Direct unresolved issues to the next level of support resolver group.

Documentation & Follow-up

• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.

Communication & Feedback

• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.

Qualifications & Experience

• B.Sc. in Telecommunications or Computer Engineering.
• 1–3 years solid experience in a telecom environment.
• Telecom Engineering graduate or equivalent.

Skills & Competencies

• Knowledge of HP Service Management tool.
• Proficiency in MS Office.
• Excellent verbal and written communication skills.
• Troubleshooting skills and thorough knowledge of all products, services, tools, and Service Management processes.
• Ability to work effectively in a 24x7x365 environment.
• Friendly disposition and good customer service skills to clearly and effectively communicate technical situations to non-technical personnel.
• Ability to handle multiple tasks at once, prioritize, and demonstrate excellent follow-through on each task assigned.
• Ability to express oneself clearly and concisely, both orally and in writing.

Additional Information

• Applicants must complete an AI-based chat interview as part of the application process. The interview is not timed but should be completed within a reasonable period to allow the application to move forward.