Service Desk Technician

RESPONSABILITATI

Assessed
understanding of 2G-3G telecom networks & network elements

Experienced
Understanding of 2G-3G telecom networks & network elements
Two years of experience

Senior
Understanding of 2G-3G telecom networks & network elements
3 years varied front office experience or supervision experience

MS Technician - Front Office Agent
The Help Desk is responsible for the complete Customer Service Request (CSR) handling, from reception of request until closure
Relationship with External / Internal customers, Network Support group, Ericsson Global Support.
\'- Call logging. Verification, classification and distribution of CSRs to the corresponding resource within the Operation Center
- Use the specified IS/IT tools for call logging and for access to the Known Fault/ Solution Databases.
- CSR control against Known fault/ Solution DB.
- CSR validation against customer contract.
- follow up on pending CSR’s and ensure that an answer is received
- Registration and transfer of non technical issues to Delivery Manager: The HD shall also forward questions or requests for quotations regarding not contracted services to the Service Delivery Management (SDM)

CERINTE

DESCRIEREA FIRMEI

Ericsson is a leading provider of telecommunications solutions and related services to mobile and fixed network operators globally. More than 1000 networks in 140 countries utilize Ericsson’s network equipment and 40 percent of all mobile calls are made through Ericsson’s systems. Ericsson is one of the few companies worldwide that can offer end-to-end solutions for all major mobile communication standards.