»  Telecom Technology »  Service Analyst

1Yrs -3 Yrs       Bangalore     Openings: 1

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EDGE is assisting Nokia Networks to identify top quality engineering candidates Service Analyst position for their global delivery services hub located at Bangalore.

Key Responsibilities:

  • Respond to incoming Service requests, via a variety of media, against thresholds in line with the contracted service levels
  • Logging of all incidents in the appropriate software/tool, ensuring to seek all relevant information is obtained and documented accurately, correct categorization, contract, SLA is chosen and advise caller of unique reference number through call or e-mail.
  • Assign calls e-mails or Incidents to correct technical team queues to investigate further.
  • Track and monitor calls that are with third parties, to liaise with third parties for a resolution and escalate when resolution is not moving forward within the appropriate timescales.
  • Assist in ensuring SLA’s and KPI’s are met.
  • Maintain customer service standards by answering all calls promptly, remaining courteous, confident and professional always.
  • Proactively manage Customers expectations through either resolution of or updating on progress of their outstanding incidents/requests.
  • Service Desk Analyst provide 24/7 support and therefore are required to work in a 24hr shift.