Service Desk Executive - IT

Service Desk Executive - IT

Telenor Shared Services Pakistan, a Shared Service Centre, is a service provider of IT Solutions and various allied IT and functional support services in IT, finance & accounting to Telenor Group companies globally. Telenor Shared Services Pakistan helps Telenor Business Units to handle their day-to-day, non-core and repetitive processes and operations so that they can focus their energies and resources on strategic initiatives that give them a competitive edge.

Telenor Shared Services Pakistan is seeking to fill the position of Service Desk Executive - IT.

Goals:

• Provide excellent technical and functional support to end user
• Ensure timely resolution of incidents and requests, maintaining highest level of quality
• Identify and suggest areas to improve
• Contribute towards the team and organizational goals
• To work in different shifts, weekends and public holidays

Your Typical Day at Work:

• Act as the first point of contact to resolve or fulfill the incidents/requests related to IT infrastructure and applications
• Answer phone calls, chats, emails and use of ticketing system for troubleshooting and support
• Tickets Analysis on daily/weekly/monthly basis, identification of problematic areas, finding a permanent solution or to raise with relevant team/SPOC for permanent solution
• Follow-up with users and technical vendor on status of tickets that are waiting on further information or confirmation of resolution
• Act as point of contact for coordination with infrastructure team
• Demonstrates flexibility to work in a continuous operations environment, including rotational shifts and during public gazette holidays in Pakistan
• Assist Lead SD Expert to deliver on Customer SLA
• Stay updated on and present the planned activities for the platform
• Participate in customer escalation meetings (with or without vendors)
• Challenge vendors / other functional teams on suggested workarounds and costs
• Responsible for quality assurance/SOA compliance on deliveries
• Reporting on daily / weekly productivity and performance

Eligibility Criteria:

Education: BS (CS), BS (IT), MIT, BS (SE)

Certification (will be given preference): Microsoft Related Certifications (MCSA/MCSE), ITIL

Work experience: Having 4-5 years of IT support experience on Microsoft Platforms e.g. Azure, Microsoft365 complete suite, Windows 11, Exchange Online, Teams, SharePoint Online, Microsoft Intune etc. Must have good understanding and hands on experience on network connectivity i.e. VPN and Citrix, IT Security, IT Architecture and Infrastructure Experience of incident handling process, troubleshooting incidents and problems for end users' software/hardware in a cross functional team environment. Good understanding and experience of ITIL framework. Have knowledge of KPIs and SLA's and have hands on experience of doing tickets and trends analysis. Customer service oriented: excellent communication skills in English (both written and oral) and positive customer-centric attitude Excellent analytical and problem-solving skills Sense of urgency and self-motivation; ability to work under pressure and meet deadlines Experience within IT development, outsourcing and offshore delivery organizations and with Shared Service deliveries Team player, but also analytical and able to work individually and independently.

Potential Career Path:

• Domain lead in Service Desk (IT)
• System Expert EUC, Cloud services.