Service Desk Analyst

The Position

Exetel is looking for a Service Desk Analyst to be a part of the Wifi Customer Service team to support Superloop Wifi consumer and business customers in ensuring ongoing wifi connectivity. The team provides a mix of technical and customer service support and acts as the first port of call for issues and inquiries for our Wifi customers.

Exetel’s Colombo office is at CBD Business Center, Colombo 01. You will be required to work a 9-hour shift from 4 am to 1 pm five days each week to support clients based in Australia.

Your Role
The role of a Service Desk Analyst applies technical knowledge and superior customer service skills to resolve our Wifi customer’s inquiries. The responsibilities of the role include:

• Provide technical and customer service advice to Superloop Wifi customers, including troubleshooting technical queries and incidents
• Escalate complex technical inquiries and issues to the Level II operations engineers to provide first-call resolution where possible
• Administer planned maintenance to both internal and customer networks
• Implement change requests to customer environments, with the ability to roll back seamlessly if required
• Manage onboarding policies and configure applicable platform features to ensure a high level of service to customers
• Maintain technical documentation in order to support an accurate customer-facing and internal knowledge base
• Identify opportunities to improve and implement best practices
• Continuously promote and contribute towards a positive Superloop culture

About You

• A strong understanding of networking fundamentals
• The ability to build strong internal relationships, and influence stakeholders
• Time management and the ability to organize resources and meet tight deadlines
• Excellent written and verbal communication skills with the ability to communicate to people in a range of positions
• Superior customer service skills
• A foundational certificate or tertiary education in networking preferred
• Ability to work a 24x7x365 roster