Alcatel-Lucent Service Analyst in Bydgoszcz, Poland

Description:

  • Nokia is a global leader in the technologies that connect people and things. With state-of-the-art software, hardware and services for any type of network, Nokia is uniquely positioned to help communication service providers, governments, and large enterprises deliver on the promise of 5G, the Cloud and the Internet of Things. Serving customers in over 100 countries, our research scientists and engineers continue to invent and accelerate new technologies that will increasingly transform the way people and things communicate and connect. *

Ensures first level contact with customers for Incidents or Service Requests; takes requests coming through appropriate media (web, telephone, email), creates and logs trouble tickets & complaints, keep customer informed on trouble ticket progression through appropriate media, resolve first level incidents according to pre-defined process templates, dispatches actions to level 2 and level 3 to appropriate parties operations, monitors escalation processes on trouble tickets in relation with appropriate SLA and ticket severity, ensures ticket closure and customer confirmation. Contributes to problems (repetitive incidents) identification and provides information and recommendations for service improvement. Proactively communicates on planned changes that may impact on service level offered to customer.

Qualifications:

  • Key Performance Indicators (KPIs) *

1 On time Change Implementation to Agreed Committed Date

2 On time authorization/rejection with commit date to internal SLA

3 % of change requests rejected for Quality

4 Number of incidents induced by changes

5 % of defects found in the audit process

6 all Customer/ project specific KPIs likes Response SLA, Restoration SLA.

  • Functional Competencies *

Communication

Strong written and verbal communication

Communicates and presents concepts clearly, precisely, and concisely: keep it simple!

Effectively uses data collection and reporting tools and can perform interpretation and statistical analysis on this data

Adhere to effective processes, policies and procedures

Demonstrates conflict and problem resolution skills (in person and via the phone)

Ability to manage multiple incidents across multiple technologies/customers

Customer Support ( Continuously monitors and measures level of support being provided to the customer)

Planning & Execution

Follow step-by-step processes and procedures

Appropriately performs problem escalation

Managing execution ( Monitors and tracks progress and performance using relevant tools)

Developing self & others

Able to work in a multicultural environment, across different countries and organizations

Through coaching and teaching, supports employees development and acquisition of skills and knowledge to become more effective in their current or growth position and career

Teamwork

  • Technical Knowledge and Skills *

Knowledge in telecom technical domains

Knowledge of ITT fundamentals

Knowledge about the topology of the customer s network

Knowledge of one or specific multi-techno & multivendor providers

Knowledge in network operations, technical support, maintenance Generic Skills

Degree/Diploma related to telecommunications, electronics, computer science or equivalent relevant experience

Relevant experience in Maintenance, Network Operations and/or Technical Support activities

Rigorous spirit in the transactions, particularly in following technical instructions and reporting

Ability to work in teams, learn and support of people

Excellent written & oral communication in English as part of hotline technique; any other language is a plus or requirement based on special projects needs

Willingness to work long hours when necessary and provide on-call support as required

Customer focused, approachable personality, attention to details, professional and positive approach

Culturally adaptable and flexible

Ability to assimilate quickly and act decisively

Understanding on at least one of the following technologies: IP, Fixed Access, Multicore, Transmission, Radio Access Network, Radio Engineering, VAS, NEMSProcess & Tools

Knowledge of processes (e.g.: incident restoration, network change management, network optimization process, incident and problem management)

Knowledge of tools: G.ITSM, REMEDY, NetCool, BMC, Nerve Center and other platform tools

Job: fALU Customer Services

Primary Location: Europe North-Poland-Poland-Bydgoszcz

Schedule: Full-time

Req ID: 17000007X5