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Head of JTI dedicated service desk


3 - 4 years Egypt - Egypt

Any Nationality

, Posted on May 31, 2018 1 Opening

Job Description

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• Manage and develop resources and team members to perform efficiently and effectively.
• Monitor and measure the KPI of the team and ensure the resolution of all incidents as per the agreed SLA with the customer.
• Act Act an escalation point in the incident management cycle.
• Participate in the recruitment of team members.
• Manage the service improvement plan related to the team.
• Represents the team in the customer meeting & service reviews.
• Ensure that all processes, procedures and troubleshooting guidelines are documented and well maintained.
• Provide statistical reporting to management with a trend analysis for the team s productivity.
• Define clear SMART goals, objectives and career development plans to all team members, and carry responsibility for the team performance management.
• Contribute to the Service Operation process & procedure improvements to increase the team s productivity and lower the number of incoming escalations within his/her team.
• Schedule staff training, leaves requests, rosters and fulfill overall staff administrative requirements.
• Undertakes other similar or related tasks as signed by departmental management.

Industry Type : Telecom / ISP
Functional Area : IT Software

Desired Candidate Profile

about you
• Leadership and Coaching Skills.
• Interpersonal and Conflict management skills.
• Time Management skills.
• Self Motivated.
• Ability to deal with different cultures and behaviours.
• Decision-Making skills.
• Business and Report Writing.
• Presentation Skills.
• Strong Analytical skills.
• Excellent customer service skills.
• Fluent in both spoken and written English (French is a plus).
• Solid knowledge on the following technologies: TCP/IP, IPVPN, Skype for Business, Security solutions.
• Excellent knowledge of Orange services portfolio and IT systems.
• Educational background:
• Bachelor of Science in Communications/Computer Science or equivalent.
• Management diploma is a plus
• ITIL Foundation certificate is a Plus
additional information
• Job Contacts: Within Orange Business Services:
• CS&O staff
• Customers Account Managers
• Life Cycle Management/VPO
• Service Coordination (SCC) and Field Service (FS)
• IT Helpdesk
• Outside Orange Business Services:
• Partners
• Customers (JTI all levels)
• Service Providers (Carriers, ISPs. Vendors, etc )
• Job Dimensions:
• People Management: Yes
• Financial Impact: Yes
• Professional Experience:
• 3 years in Telecommunications industry or customer service environment preferably with some exposure in team leadership role
• Shift work and On Call availability may be required.


Troubleshooting Recruitment French Performance management Incident management Trend analysis Computer science Administration Business services Career development

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Located in Al Dhafra Region, Abu Dhabi, Nawah Energy Company is the leading nuclear operator, contributing to the UAE’s civil nuclear program. The company was founded in 2016 as a subsidiary of Emirates Nuclear Energy Corporation (ENEC). It is a result of the joint venture between ENEC and Kore a Electric Power Corporation (KEPCO). Nawah Energy Company ensures adherence to the highest international standards of safety, quality and security, while maintaining operational transparency. Nawah plans to generate 5,300 megawatts of low-carbon electricity from 2020, and meet around 1/4th of the total electricity requirements of the UAE, while improving the quality of life.

Nawah Energy Company aims to protect the UAE environment by reducing carbon dioxide emissions by 12 million tons annually. It is a multinational, multicultural and Emirati-led company, which provides a dynamic work environment to top national and international talent and offer them with opportunities to grow. The company looks out for qualified and dedicated professionals with the ability to perform well as per the business requirements. Offering competitive remunerations and a good word environment to cater to the dynamic requirements of the esteemed clients, Nawah Energy Company aims at building a multi-skilled workforce.

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Website http://orange.jobs/jobs/offer.do?lang=en&joid=71190

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