e.Stream Networks Limited, an ISO9001 Quality Certified company is a licensed broadband communications provider dedicated to providing suitable connectivity solutions for businesses.With over a decade in the ICT sector and presence all over Nigeria, we leverage on providing a unique combination of industry experience and expertise in our service offering to all our clients across the country.
We are recruiting to fill the vacant position below:
Job Title: Service Delivery Officer
Location: Nigeria
Reports to: Service Delivery Team Lead
Direct reports: NIL
Job Purpose
Reports to: Service Delivery Team Lead
Direct reports: NIL
Job Purpose
- Service Delivery Officer is responsible for planning, coordinating and facilitating the delivery of services to customers in line with e.Stream standard.
- The incumbent is expected to develop realistic project schedule, conduct risk management and stakeholder management toward attaining customer’s satisfaction.
Duties and Responsibilities
Strategic Insight and Integration:
Strategic Insight and Integration:
- Work collaboratively with the technical team to maintain thorough knowledge of product capabilities with regards to customer requirement.
- Responsible for ensuring and confirming that newly deployed services are done in line with e.Stream standard.
Technical / Analysis and Problem Solving:
- Coordinates the activities of the project team and external vendors in order to ensure services delivered consistently meet customers’ expectation.
- Ensures the delivery of services to customers within the agreed timeline.
- Responsible for ensuring effective quality control processes are in place to monitor services delivered to customers.
- Ensure accurate documentation of services delivered to customers on the CRM.
Leadership:
- Contribute in creating and driving a vision for the unit in line with corporate goals.
- Lead and motivate team members – encouraging them to deliver quality results
Interpersonal, Relationship Management & Collaboration:
- Liaise with internal stakeholders and 3rd party vendors to deliver projects.
- Promote customer service and track timelines for delivery of services to customers.
Communication:
- Deliver periodic and regular reports to line manager on service delivery activities, challenges and results.
- Provide regular important update to customers and internal stakeholders.
- Seek and provide useful feedback to line manager.
- Generate and submit periodic report on service delivery issues to management for informed decision.
Customer Focus:
- Ensure delivered services meet customer’s requirement.
- Provide platforms to receive customers’ feedback.
- Ensure prompt delivery of services to customers.
Requirements
Education & Work Experience:
Education & Work Experience:
- Bachelor’s degree in Information Technology, Computer Science, Electrical Electronics Engineering or related field
- Minimum of 3 years work experience in a relevant role.
- Network experience in an ISP environment or a systems integration company with specialization in enterprise and service provider routing and switching solutions.
- Affiliation with relevant professional bodies
Competency, Skills & Certifications:
- Project Management Training/Certifications (PMP, Prince 2, etc.)
- Certification in CCNA & ITIL
- Strong verbal/written communication ethics
- ISP Network Design
- RF Technology Skills
- Leadership
- Customer Service
- Relationship & People Management
KPIs:
- Successful delivery of projects within the agreed timeline.
- 100% compliance to QMS standard.
Working conditions:
- The incumbent may be required to sit in cold (air conditioned) rooms for a long time.
- The incumbent may be required to travel out of station seldom.
Physical requirements:
- This position does not require any physically demanding task. However, the incumbent should be physically fit to withstand the mental demands.
Interested and qualified candidates should: Click here to apply
Job Title: Service Desk Officer (Strategic Account Support)
Location: Nigeria
Reports to: Assistant Manager, Service Desk
Direct reports: N/A
Job Purpose
The primary goal for the position of Service Desk Strategic Account Support is;
Location: Nigeria
Reports to: Assistant Manager, Service Desk
Direct reports: N/A
Job Purpose
The primary goal for the position of Service Desk Strategic Account Support is;
- To act as a single point of contact for all user incidents, requests and general communication on services for eStream Strategic Account Support (Class D, & E customers).
- To restore ‘normal service operation’ as quickly as possible in the case of disruption & follow up till incident resolution life cycle.
- To improve user awareness of service issues and use of services.
- To manage user communication and escalating incidents and requests using defined procedures.
- To enhance customer relationships, meeting organizational & operational objectives.
Duties and Responsibilities
Strategic Insight and Integration
Strategic Insight and Integration
Technical / Analysis and Problem Solving:
- Use of eStream approved monitoring software’s, to proactively monitor links; remotes, PoPs, & backhauls, (End to End) for all Strategic account services.
- Prompt communication of incident status & progress to customers, & in house till resolution.
- Systematically troubleshoot incidents through all point of failures and attempt resolution of such incidents for all links being managed.
- Escalate all unresolved incidents to affected (Outsource service support) / eStream 2nd/ 3rd level support and follow through to resolution life cycle.
- Coordinate & manage user (Customer) requests related service.
- Ensure documentation of all incidents and user requests on Microsoft Dynamic CRM.
- Ensure service performance reports are sent to customers on weekly, monthly and quarterly basis.
- Provide & report detailed intelligence on service performance for all service being managed to Line manager.
- Reconcile customer service performance against target on monthly/quarterly basis.
- Enhance Customer relationship with the company through planned, anticipatory calls to review service performance.
- Escalate all twice recurring incidents to Line Manager and follow up till resolution & update the customer on complaint/incident status.
- Liaise with Outsource service support in response to organisational request for access to supplier (Vendor) premises for service
Maintenance and incident management:
- Responsible for ensuring that service level target is adhered to during incident resolution process. Maintenance of existing customer accounts through Customer Retention Ratio (CRR) Interpersonal, Relationship Management & Collaboration
- Constantly liaise with service desk team members and all stakeholders to ensure customer satisfaction
Communication:
- Reporting service impacting incidents on a weekly/monthly basis to service manager.
- Reporting service performance to customers on weekly / monthly/quarterly basis
Customer Focus:
- Maintain constant communication with the customer, identify potential issues, and implement appropriate solutions.
- Work with customers face-to-face or via telephone, attending on-site meetings when necessary.
Financial Management:
- Increasing revenue through quarterly business chargeback reduction by prudent surcharge negotiation with customers
Requirements
Education & Work Experience:
Education & Work Experience:
- B.Sc/HND,in either Computer Science, Computer Engineering, Electrical Electronics Engineering, Telecommunications Engineering or any other relevant discipline
- At least 3-5 years of customer support experience, part of this working as a Service Desk /Team Leader role
- Possession of relevant certification and member of relevant association is required
- Fluent in English and any other local language is an advantage
Competency, Skills & Certifications:
- ITIL certified or have knowledge of ITIL. CCNA, CWNA
- Customer service, Soft skill, Service Mgt training and other relevant certificate applicable
- Strong knowledge of & any other monitoring that may be used by the organisation.
- Experience in the use of software applications including; (Solarwind’s, Cacti, iMonitor, WinBox, Microsoft Dynamics CRM, Air-control, CNS Server. etc
- Technical understanding of network infrastructure.
- Ability to drive initiatives with minimal supervision.
- Planning and organizing skills
- Relationship & People Management
- Process Awareness & Implementation
- Service Desk Experience
- Emphasizing Excellence
KPIs:
- Reduce time to resolve incidents
- Average time to escalate Incidents & Follow ups.
- Improve Customer satisfaction to reduce churn rate
- Maintain good relationship with Customers
- Ensure proper documentation of customer records.
- Strict Compliance to QMS Standards.
Working conditions:
- The incumbent may be required to sit in cold (air conditioned) rooms for a long time.
- The incumbent may occasionally work off-site
Physical requirements:
- This position does not require any physically demanding task. However, the incumbent should be physically fit to withstand the mental demands.
Interested and qualified candidates should: Click here to apply
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