Service Support Specialist

The Service support specialist is a support role whose primary responsibility is to provide day to day support to end users. This is a Telecom/ICT Service Desk role, interacting with people of all levels in Ericsson (and their Customers) offices across the globe. The Service support specialist is responsible for tracking all assigned support requests through effective decision making and problem solving skills. The successful job applicant will present himself/herself in an extremely professional, competent manner, be highly organized, and possess strong communication and interpersonal skills. The Service support specialist is expected to provide these services with independence, demonstrating experience and ability in multiple disciplines within IT.

Responsibilities

Receive, manage and record requests by phone, mail or tickets; Work as a team member, providing support to colleagues as and when required; React to change productively and handle other essential tasks as assigned; Share new solutions with the group as part of Sharing Best Practices; Document all Incidents & Service Requests in the Ticketing System with appropriate details; Ensure all required details including mandatory fields are documented in the Ticketing system; Work with Internal Teams to ensure users' issues are fixed in a timely manner; Provide support and resolve problems to end user's satisfaction; Monitor and respond quickly and effectively to requests per SLA; Monitor Service Desk for tickets assigned to queue and process first-in-first-out based on priority; Document internal procedures; Assist with onboarding of new users; Coordinate with team members in identifying new solutions for existing and unresolved issues; Follow all defined processes and raise feedback and suggestions to appropriate stakeholders; Report all issues that need attention from the Ticketing system; Willing to work in shifts in a 24/7 support team

Requirements

Extremely professional and competent manner; highly organized; strong communication and interpersonal skills; ability to provide services with independence; experience and ability in multiple disciplines within IT; effective decision making and problem solving skills; willing to work in shifts in a 24/7 support team