New Job Openings at e.Stream Networks Limited

⏲ Apr 10, 2018, 11:21 AM
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e.Stream Networks Limited, an ISO9001 Quality Certified company is a licensed broadband communications provider dedicated to providing suitable connectivity solutions for businesses.With over a decade in the ICT sector and presence all over Nigeria, we leverage on providing a unique combination of industry experience and expertise in our service offering to all our clients across the country. We are recruiting to fill the vacant position below: Job Title: Service Desk Officer (Strategic Account Support) Location: Nigeria Reports to: Assistant Manager, Service Desk Direct reports: N/A Job Purpose The primary goal for the position of Service Desk Strategic Account Support is;

To act as a single point of contact for all user incidents, requests and general communication on services for eStream Strategic Account Support (Class D, & E customers).
To restore ‘normal service operation’ as quickly as possible in the case of disruption & follow up till incident resolution life cycle.
To improve user awareness of service issues and use of services.
To manage user communication and escalating incidents and requests using defined procedures.
To enhance customer relationships, meeting organizational & operational objectives.

Duties and Responsibilities Strategic Insight and Integration Technical / Analysis and Problem Solving:

Use of eStream approved monitoring software’s, to proactively monitor links; remotes, PoPs, & backhauls, (End to End) for all Strategic account services.
Prompt communication of incident status & progress to customers, & in house till resolution.
Systematically troubleshoot incidents through all point of failures and attempt resolution of such incidents for all links being managed.
Escalate all unresolved incidents to affected (Outsource service support) / eStream 2nd/ 3rd level support and follow through to resolution life cycle.
Coordinate & manage user (Customer) requests related service.
Ensure documentation of all incidents and user requests on Microsoft Dynamic CRM.
Ensure service performance reports are sent to customers on weekly, monthly and quarterly basis.
Provide & report detailed intelligence on service performance for all service being managed to Line manager.
Reconcile customer service performance against target on monthly/quarterly basis.
Enhance Customer relationship with the company through planned, anticipatory calls to review service performance.
Escalate all twice recurring incidents to Line Manager and follow up till resolution & update the customer on complaint/incident status.
Liaise with Outsource service support in response to organisational request for access to supplier (Vendor) premises for service

Maintenance and incident management:

Responsible for ensuring that service level target is adhered to during incident resolution process. Maintenance of existing customer accounts through Customer Retention Ratio (CRR) Interpersonal, Relationship Management & Collaboration
Constantly liaise with service desk team members and all stakeholders to ensure customer satisfaction

Communication:

Reporting service impacting incidents on a weekly/monthly basis to service manager.
Reporting service performance to customers on weekly / monthly/quarterly basis

Customer Focus:

Maintain constant communication with the customer, identify potential issues, and implement appropriate solutions.
Work with customers face-to-face or via telephone, attending on-site meetings when necessary.

Financial Management:

Increasing revenue through quarterly business chargeback reduction by prudent surcharge negotiation with customers

Requirements Education & Work Experience:

B.Sc/HND,in either Computer Science, Computer Engineering, Electrical Electronics Engineering, Telecommunications Engineering or any other relevant discipline
At least 3-5 years of customer support experience, part of this working as a Service Desk /Team Leader role
Possession of relevant certification and member of relevant association is required
Fluent in English and any other local language is an advantage

Competency, Skills & Certifications:

ITIL certified or have knowledge of ITIL. CCNA, CWNA
Customer service, Soft skill, Service Mgt training and other relevant certificate applicable
Strong knowledge of & any other monitoring that may be used by the organisation.
Experience in the use of software applications including; (Solarwind’s, Cacti, iMonitor, WinBox, Microsoft Dynamics CRM, Air-control, CNS Server. etc
Technical understanding of network infrastructure.
Ability to drive initiatives with minimal supervision.
Planning and organizing skills
Relationship & People Management
Process Awareness & Implementation
Service Desk Experience
Emphasizing Excellence

KPIs:

Reduce time to resolve incidents
Average time to escalate Incidents & Follow ups.
Improve Customer satisfaction to reduce churn rate
Maintain good relationship with Customers
Ensure proper documentation of customer records.
Strict Compliance to QMS Standards.

Working conditions:

The incumbent may be required to sit in cold (air conditioned) rooms for a long time.
The incumbent may occasionally work off-site

Physical requirements:

This position does not require any physically demanding task. However, the incumbent should be physically fit to withstand the mental demands.

Interested and qualified candidates should: Click here to apply Job Title: Service Delivery Officer Location: Nigeria Reports to: Service Delivery Team Lead Direct reports: NIL Job Purpose

Service Delivery Officer is responsible for planning, coordinating and facilitating the delivery of services to customers in line with e.Stream standard.
The incumbent is expected to develop realistic project schedule, conduct risk management and stakeholder management toward attaining customer’s satisfaction.

Duties and Responsibilities Strategic Insight and Integration:

Work collaboratively with the technical team to maintain thorough knowledge of product capabilities with regards to customer requirement.
Responsible for ensuring and confirming that newly deployed services are done in line with e.Stream standard.

Technical / Analysis and Problem Solving:

Coordinates the activities of the project team and external vendors in order to ensure services delivered consistently meet customers’ expectation.
Ensures the delivery of services to customers within the agreed timeline.
Responsible for ensuring effective quality control processes are in place to monitor services delivered to customers.
Ensure accurate documentation of services delivered to customers on the CRM.

Leadership:

Contribute in creating and driving a vision for the unit in line with corporate goals.
Lead and motivate team members – encouraging them to deliver quality results

Interpersonal, Relationship Management & Collaboration:

Liaise with internal stakeholders and 3rd party vendors to deliver projects.
Promote customer service and track timelines for delivery of services to customers.

Communication:

Deliver periodic and regular reports to line manager on service delivery activities, challenges and results.
Provide regular important update to customers and internal stakeholders.
Seek and provide useful feedback to line manager.
Generate and submit periodic report on service delivery issues to management for informed decision.

Customer Focus:

Ensure delivered services meet customer’s requirement.
Provide platforms to receive customers’ feedback.
Ensure prompt delivery of services to customers.

Requirements Education & Work Experience:

Bachelor's degree in Information Technology, Computer Science, Electrical Electronics Engineering or related field
Minimum of 3 years work experience in a relevant role.
Network experience in an ISP environment or a systems integration company with specialization in enterprise and service provider routing and switching solutions.
Affiliation with relevant professional bodies

Competency, Skills & Certifications: