Service Desk Engineer

Job Type:
Job Sector:
Engineering, IT, Telecoms
South East
£125 to £125 per day
Job Ref:

Connect44 are looking for an experienced Telecoms Service Desk Engineers to work in the Langley area on a contract or permanent basis. It is a 12 hours Shift based role, 4 Days on 4 days off with a mixture of days and nights. On Average 16 shifts per month.

Compulsory experience:

* 2-3 years experience in a Service Desk role preferably in a IT/Technology based Industry
* Some knowledge of monitoring/maintaining network elements would be useful particularly in an Operations & Maintenance environment
* Understanding of IMS, CRM, CBS & BSS an advantage.
* Ability to diagnose, troubleshoot & resolve technical situations
* ITIL / eTom knowledge an advantage.
* Ability to communicate in written and oral English
* Aware of the importance of culture as an intrinsic part of the success of the organization
* NOC experience.
* Experience in Cisco VOIP
* Working on a Telecoms and/or IT desk.


* Act as SPOC for the customer receiving and answering phone calls, e-mails, CMS Web and other communications, processing customers request.
* Producing Daily Performance reports for distribution to a senior audience
* Distribute and assign cases to other parts of the business as required
* Monitoring of the IT stack and Core network alarm system by actively monitoring the relevant Huawei’s Service Management Tool’s, raising cases and assigning to the correct resolver as necessary.
* Maintain good ticket management in-line with Huawei ticket management philosophy.
* Support and liaise communication with the Field team
* Communicate with the customer to acknowledge receipt of notification of Incident or problems, clarify ticket priority, provide indication of timescales before work can start
* Handling incidents for management by the Incident Manager using the Incident management process
* Record Incident, problem and change request configuration data relating to the customer service into the Huawei’s Service Management Tool.
* Handling service requests using the Service, Problem, Change and Configuration request processes
* Confirm incident resolution or Service request fulfillment results with customer and collect customers feedback in line with Huawei philosophy
* Identify any risks or areas of improvement and report to the Service Desk Manager
* Maintain a rolling shift handover record that is open to the business
* Coordinate with 3rd and Strategic partners as necessary
* Liaising with other parts of the Customer business as appropriate
* Adhere to the Escalation policy identified by Huawei, escalating as appropriate to the process and procedure
* Responsible for ensuring all Equipment, Process and Procedure knowledge documents are updated and followed.

Contact Details:
Tel: +44 7904498297
Contact: Thunga Banda

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