Field Dispatch - Service Desk with Italian

Employer: Ericsson
Domain:
  • Customer Support - Client Service
  • Public Relations
  • Telecommunication
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • BUCHAREST
  • Updated at: 24.09.2018
    Short company description

    At Ericsson, we give our employees the freedom to think big. Your ideas and innovations can turn into achievements that impact society and change the world. Are you ready to be a change-maker?
    Learn what makes YOU + Ericsson a powerful combination. Join us today.

    About Us

    We are one of the leading providers of Information and Communication Technology (ICT) to service providers, with about 40% of the world’s mobile traffic carried through our networks. We enable the full value of connectivity by creating game-changing technology and services that are easy to use, adopt and scale, making our customers successful in a fully connected world.
    Together, in Romania we create a culture of innovation, constantly transforming to find new ways of working. Opened in 2007, the Global Site in Bucharest is one in only four all over the world, the only one situated in Europe and a vital component in Ericsson’s global services organization. The Romanian site currently counts on a team of 1,900 strong professionals and enthusiastic young specialists and is developing constantly to meet customer needs.


    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.