• 3 months ago
  • Colombo

Job Information

Job Description

Applicants are invited to apply for the position of Service Delivery Lead at Quess Corp Limited.


Job Role

  • Manage and co-ordinate the processing of incoming calls / tickets to ensure courteous, timely and effective resolution of incidents and requests.
  • Develop and implement ticket handling and escalation policies and procedures (using Application).
  • Develop and implement team and inter-team workflow processes (using Application)
  • Lead, co-ordinate and allocate incidents and requests.
  • Be an escalation point and provide co-ordination and support for the Service Desk during high severity incidents.
  • Provide communication to customers (ND,MDD & DLR) in preparation for planned work and unplanned outages.
  • Raise and work with other team leaders (HO team) on resolving re-occurring incidents / requests.
  • Ensure processes are carried out in accordance with agreed standards or procedures:
  • Record, classify and priorities requests and incidents in via phone and tool-set templates.
  • Identify and record incident symptoms, determine possible causes and either resolve or allocate for resolution.
  • Ensure documentation of incident resolution, where it may be reusable is submitted into knowledge base.
  • Verify with the affected Users that the service request/incident has been satisfactorily fulfilled/ resolved and then close.

 Job Specification

  • A tertiary qualification (e.g. related to Information Technology) and/ or equivalent experience.
  • Experience in the Mobile sector will be an advantage.
  • Three to five years’ experience in customer service delivery within a technology environment, ideally a service desk or trouble-shooter role.
  • Be knowledgeable about word processing applications like Microsoft word and excel.
  • Excellent communication skills – both written and verbal.
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