Service Desk Engineer

Job Title – Service Desk Engineer

Job Location – Slough, Berkshire

Job Description:

Responsibilities:

  • Improve network and service performance, with particular focus on Network Availability & Cells out of Service (COOS)
  • Drive first time fixes and to expedite ticket resolution, especially on high priority faults
  • Implement a Technical Support Function to assist the Field Engineer community on faults that may require a deeper/broader technical knowledge
  • Operate a Jeopardy Management function, ensuring P1-P2 service affecting faults are dealt with urgently and that all P1-P4 SLA’s are maintained and exceeded if possible
  • Sustain consistent and efficient WLA’s
  • Support & help optimise field resource, drive service delivery and efficiency

Experience:

  • Proven background in Telecoms (5 years minimum)
  • Experience of a fast moving dispatch department, ideally in a telecoms environment with demanding contract requirements
  • Demonstrate understanding of 3PP partners and when external agencies should be engaged in order to deliver world class results
  • Demonstrate knowledge of Health and Safety issues within a Field Operations environment.
  • Ability to decipher technical information on fault tickets
  • Ability to share and exercise knowledge transfer