Field Dispatch - Service Desk with Italian

Short company description

At Ericsson you’ll have a unique opportunity. The chance to use your skills and imagination to push the boundaries of what’s possible. To create never-seen-before solutions to some of the world’s toughest problems. You’ll be challenged. But you won’t be alone. You’ll be part of a team of like-minded innovators, all driven to go beyond the status quo to build what comes next. At Ericsson you can be an explorer, a change maker and a force for good.

Requirements

Requirements:

•Mandatory: Excellent command of English & Italian
•Excellent verbal and written communication
•Technical University background is a plus
•Accuracy and Customer focus – previous work in a customer oriented environment is a plus
•Attention to details
•Ability to work autonomously

Responsibilities

Key Responsibilities:

•Works with the applications for trouble ticket management and work orders
•Handles mailbox, escalations and chasing on trouble tickets
•Dispatches work orders to the correct entities and follows-up until closure, with attention to respecting contractual KPIs
•Interacts trouble tickets Engineers or Technicians, customer technical staff and other groups within the organization
•Participates to project set-up, creation of documentation and process changes
•Ensures initial troubleshooting depending on contractual details
•24/7 activity within GNOC, working in day & night shifts

Other info

Service Desk is the first line of contact with our corporate customers. A Service Desk agent will work in a multinational, multi-customer environment. A Service Desk agent is usually exposed to multiple departments and communication tools. Main responsibilities will be trouble ticket triage and dispatch, handling escalations and trouble ticket life-cycle, and initial technical investigation.

Service Desk presents a very dynamic job, with both technical and communication responsibilities.