Job ID
21054
Job Title
Service Desk Reporting & Analysis Coordinator
To work for
Syriatel Mobile Telecom S.A.
Country
Syria
City
Damascus
Job Type
Full time
Military service
Not Specified
Minimum Education Level
Bachelor/ License Degree
Responsibilities
1. Check billing systems reports to correct and report the mistakes done by the users on the billing system on a daily basis and register all handled reports on Help Desk database accurately
2. Generate accurate reports according to list of reports to measure operation efficiency and ensure the corrective action is applied.
3. Maintain customer information database by:
• Checking customer's information reports; correct the wrong data in coordination with concerned department to achieve accurate customer information.
• Checking and handling all gathering and separating contract number cases on billing system.
4. Coordinate with MIS to create, modify or cancel all needed reports and authenticate the results before posting them.
5. Analyze reports received from the concerned entities about POS employees’ mistakes and valid complaints concerning POS employees, and recommend actions to prevent mistakes and complaints repetition.
6. Check new postpaid lines created on the system by matching them with Sold lines database and vice versa to assure that the postpaid new line creation cycle has been followed correctly.
7. Manage and monitor CS Action plan per CS positions and report the result to CS Director on a monthly basis.
8. Analyze product and service [new or current] in order to prevent possible system/user mistakes which may cause wrong billing or customer complaints.
9. Prepare Service Desk Unit monthly report and send it to Service Desk Head of Unit.
10. Analyze the received complaints, highlight behavior of customers and trends of system and services failure that are responsible of customer complaints and suggest solutions.
11. Receive, handle, report, and follow up General problems (technical, nontechnical and coverage) with the concerned entities and follow up root cause analysis to avoid general problem reoccurrence.
12. Coordinate with Service Desk Support Coordinator to send the needed broadcast [announcement email] concerning General problems when needed.
13. Coordinate with Service Desk Support Coordinator to compensate customers for regular failure of non-general problems as per received report from the concerned in MIS Department.
14. Check and minimize the effects of the implemented planned modification on the sites (technical equipment) by the concerned in Technical Department.
2. Generate accurate reports according to list of reports to measure operation efficiency and ensure the corrective action is applied.
3. Maintain customer information database by:
• Checking customer's information reports; correct the wrong data in coordination with concerned department to achieve accurate customer information.
• Checking and handling all gathering and separating contract number cases on billing system.
4. Coordinate with MIS to create, modify or cancel all needed reports and authenticate the results before posting them.
5. Analyze reports received from the concerned entities about POS employees’ mistakes and valid complaints concerning POS employees, and recommend actions to prevent mistakes and complaints repetition.
6. Check new postpaid lines created on the system by matching them with Sold lines database and vice versa to assure that the postpaid new line creation cycle has been followed correctly.
7. Manage and monitor CS Action plan per CS positions and report the result to CS Director on a monthly basis.
8. Analyze product and service [new or current] in order to prevent possible system/user mistakes which may cause wrong billing or customer complaints.
9. Prepare Service Desk Unit monthly report and send it to Service Desk Head of Unit.
10. Analyze the received complaints, highlight behavior of customers and trends of system and services failure that are responsible of customer complaints and suggest solutions.
11. Receive, handle, report, and follow up General problems (technical, nontechnical and coverage) with the concerned entities and follow up root cause analysis to avoid general problem reoccurrence.
12. Coordinate with Service Desk Support Coordinator to send the needed broadcast [announcement email] concerning General problems when needed.
13. Coordinate with Service Desk Support Coordinator to compensate customers for regular failure of non-general problems as per received report from the concerned in MIS Department.
14. Check and minimize the effects of the implemented planned modification on the sites (technical equipment) by the concerned in Technical Department.
Qualifications
1. Education: Bachelor Degree
2. Experience: 1 Year in POS is required.
3. Professional Certification: N/A.
2. Experience: 1 Year in POS is required.
3. Professional Certification: N/A.
Specific Vacancy Requirements
1. Computer/IT Skills:
1.1 Word: Good.
1.2 Excel: Very Good.
2. English Level:
2.1 Conversation: Fair
2.2 Writing: Good.
2.3 Comprehension: Good.
1.1 Word: Good.
1.2 Excel: Very Good.
2. English Level:
2.1 Conversation: Fair
2.2 Writing: Good.
2.3 Comprehension: Good.
Salary and Benefits
.
About us
Syriatel has been leading the Syrian mobile telecommunication market since 2000. The company has successfully established its reputation by focusing on customer satisfaction and social responsibility.
Required employees number
3
Posted On
Nov 15, 2019
Expiry Date
Dec 15, 2019