IS Provisioning Specialist

Description de l'offre

about the role

 

Mission: To work in collaboration with all stakeholders in the provisioning of Orange IS tools in regards to multiple products and services within the scope of IS Provisioning MRU.

Role & Purpose:

·  Accurate Provisioning of orders on Orange IS tool.
·  Ensure Service Quality indicators are respected
·  Timely Escalatation and follow up of unresolved problems to the appropriate entity
·  Ensure effective and efficient Backlog Management.
·  Under minimal supervision, respond to internal inquiries concerning support requests, systems status, software issues and network connectivity.
·  Ensure Client Portal is provisioned according and security information sent according to company policy and rules.
·  Maintain all SLAs as defined on each perimeter.
·  Maintains and protects confidentiality with regards to all aspects of client information.
·  Adheres to Code of Conduct, Mission and Value statement of the company.
·  Maintain current files on all requests &/or orders received.
·  Ensure that appropriate steps are taken to update knowledge with any technology or system upgrade corresponding to the working environment.
·  Perfroms other duties as assigned.

about you

key accountabilities                                                                                                          key result / decision areas (outcomes)

Timely process of orders                                                                                                   Orders processed on time

                                                                                                                                           Integrity of data

Quality of service                                                                                                               Maintain a high standard of service through proactive measures

                                                                                                                                           Ensure all process guides are followed accordingly and be an actor in improving process efficiency.

                                                                                                                                           Customer Support Process

                                                                                                                                           Demonstrate ability to learn and apply customer support processes and techniques to ensure a unique customer experience.

Reporting                                                                                                                           Prepare Ad-hoc client reporting with detailed explanation to Management team on specific sets of parameters.

Communication                                                                                                                  Effective communications with numerous internal & external  parties to ensure timely resolutions to problems & queries.

Outstanding Customer Experience                                                                                    Ensure that client receive their service efficiently according to their SLA.

                                                                                                                                           Maintain Clear of Communication with respective stakeholders at all time for accurate follow up

                                                                                                                                           Basic understanding of how internal & external customer use & value their products & services.

Team Consolidation                                                                                                           Knowledge Sharing

                                                                                                                                           Actively participate in development of team internally & tranversal.

                                                                                                                                           Enhance departmental interlock.

 

additional information

Knowledge and Abilities

·  Bilingual – English & French written and spoken
·  IT Proficient: MS Office Software Suite: Word, Excel, Outlook

Knowledge:

·  IT Support & knowledge
·  Process and Standards
·  Service Desk Organisation

Abitilities:

·  Execellent communication skills
·  Good time management, and organisational skills
·  Team work, use of a team approach to solve problems when appropriate.
·  Ability to build relationships with peers and management levels and customers.
·  Proactive, self motivated and determined attitude.
·  Flexibility in terms of working hours.
·  Ability to work under pressure & multi-task, using a team approach to solve problem when appropriate
·  Results orientated.
·  Willingness to learn and expand knowledge

Education, Qualifications, and Certifications

·  Required: Degree in IT or Telecommunications
·  Certification in Ms Office Suit tools is a plus

Experience

·  2 years in IT related sector preferably
·  Experience as Data entry or Back Office agent is desirable
·  Experience in a similar role will be an advantage

department

Customer Services & Operations

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.  Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

contract

Regular