Help Desk Team Leader

About this opportunity

We are looking for a Help Desk Team Leader to coordinate and super-sees the
activities of all help desk members to ensure that they deliver excellent
customer service and fulfill the project KPIs and initiating strategies
through which they can obtain customer feedback on service delivery, to
analyze and provide all units the needed guidance by analysis to achieve the
KPIs.

What you will do

• Create and manage both intra and inter teamwork processes that will boost the level of productivity, improve excellence in communication and monitor the level of service delivery.


• Administer effective frontline line desk assistance to customers/External entities where inquiries are beyond the knowledge of the help desk team members


• Implement a central problem management route for information management users to handle queries and complaints.


• Maintain the project E2E KPIs by regular governance over all domains to achieve the monthly target.


• Guide the team to coordinate between NOC domains and external/entities through external entities ticketing system.


• Organize training and/or decide for team member to receive training on the latest and standard methodologies in handling help desk related issues.


• Keep regular analysis of all activities in all domains and present them to management upon request for evaluation.


• Create good working relationship among members of the help desk team to ensure smooth flow of work, which improves overall performance


• 
  

  Develop several strategies to tackle issues to have a backup plan where a particular strategy might not be effective.
  
  You will bring

  
  


• 
  

  Bachelor's degree or equivalent.

  
  


• Experience of at least five years in managed service and mobile network operations.


• Very good command of English


• Accuracy - Ability to perform work accurately and thoroughly.


• Has good knowledge of Mobile Network (2G/3G/LTE networks)


• Flexibility - to use SW tools and ability to adapt easily to changing conditions and work responsibilities.


• Communication - Ability to communicate effectively verbally and in writing.


• Computer Skills - Proficient ability to use a computer.


• Confidentiality - Maintain team member and work nature confidentiality.


• Follow all company regulations and policies.


• Customer Service Oriented - Friendly, cheerful, and helpful to network stakeholders.


• Detail Oriented - Ability to pay attention to the minute details of a project or task.
  
  What ´s in it for you?

Here at Ericsson, our culture is built on over a century of courageous
decisions. With us, you will no longer be dreaming of what the future holds -
you will be redefining it. You won't develop for the status quo, but will
build what replaces it. Joining us is a way to move your career in any
direction you want; with hundreds of career opportunities in locations all
over the world, in a place where co-creation and collaboration are embedded
into the walls. You will find yourself in a speak-up environment where empathy
and humanness serve as cornerstones for how we work, and where work-life
balance is a priority. Welcome to an inclusive, global company where your
opportunity to make an impact is endless.

What happens once you apply?

Read about the next steps here
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