Company Description
CNS is a technology company that powers the future by providing digital solutions essential to support all enterprise and human development. While growing and managing a robust pool of supplier-partners for the benefit of our clients has always been a priority, we are constantly re-inventing ourselves.
Founded in 1987 with more than 30 years of experience, CNS employs over 320 employees including more than 250 certified engineers. We offer in-depth expertise and a range of best-in-class products that support the digital transformation of all major industries. With offices in three countries, we have an extensive reach into, and regional knowledge of the Middle East markets.
A shift into levering our many years of experience to develop pioneering software in-house will add yet another dimension to our highly innovative solutions-portfolio.
Job Description
A service desk is a communications centre that provides a single point of contact (SPOC) between a company and its customers, employees and business partners. The purpose of a service desk is to ensure that users/customers receive appropriate help in a timely manner.
Job Description:
Increase Client Satisfaction
- Define/analyse client requirements,
- Develop/deliver innovative solutions,
- Develop relationships and effectively communicate with clients and key business stakeholders,
- Effectively manage change,
- Escalate issues for timely resolution,
- Grow consultative relationships with clients,
- Manage client requests to resolution,
- Meet/exceed client expectations,
- Provide timely/effective communications,
- Ensure Quality and Consistency when Handling Customer Calls
- Resolve problems quickly
- Collaborate for a solution in order to facilitate a superior customer experience and increase the customer satisfaction
Drive Incident Resolution to Ensure Business Continuity
- Close incident records within defined timeline threshold to minimize impact on client / outage,
- Coordinate problem resolution and create Incident record,
- Determine need for additional resources and assign to correct service provider (group or individual),
- Determine severity and prioritization classification for the Incident,
- Escalate issues to ensure proper sense of urgency / resource allocation,
- Evaluate incident to determine if Change record is needed,
- Identify/associate related incidents,
- Manage Incidents to resolution, within the defined timeline
- Perform Incident diagnostics and resolve incidents and restore service
Enable Timely and Effective Delivery of Requested Services
- Analyses reviews Request and determine if escalation is needed,
- Creates Request record/register a request,
- Determines severity and prioritization classification for the Request,
- Ensures Requestor is properly authorized to receive requested services,
- Escalates issues to ensure proper sense of urgency / resource allocation,
- Manages Requests end-to-end, from Request registration, routing, recording/documentation, rejection and un-routing.
- Process Information Requests
Reporting & Contribution
- Regular reporting on service delivery performance to Client Services Manager and clients
- Regularly report service improvements implemented and recommend actions to further improve performance and service
Qualifications
- Bachelor's degree in information technology, or any computer related major.
- 3-5 years of experience in a similar role
