Sr. Service Desk Advisor-Senior Executive

• Serve as the first point of contact for business customer requests through calls and chats.
• Capture complete and accurate information and create incident or service-change records.
• Perform initial diagnosis and resolve requests at first contact wherever possible.
• Accurately assign unresolved incidents to the appropriate Level 2 support teams or third-party suppliers.
• Provide timely customer updates throughout the incident and change lifecycle.
• Coordinate across multiple resolver groups to deliver consolidated responses within agreed service levels.
• Escalate Priority 1 and at-risk incidents using the correct notification and escalation procedures.
• Investigate monitoring alerts and raise incidents where required.
• Progress service changes and record customer complaints effectively.
• Follow documented operational processes and identify opportunities for improvement.
• Collaborate with Operations, Service Managers, Account Managers, technical teams and external resolver groups.
• Maintain current knowledge of products, services, customer requirements and support processes.
• Contribute to business, departmental and individual objectives while protecting customer experience.

Essential

• Experience in customer relationship management.
• Knowledge of CCNA routing and switching concepts.
• Excellent written and verbal communication skills.
• Understanding of customer business needs and requirements.
• Good analytical and interpersonal skills.
• Ability to work effectively with both internal teams and third-party suppliers.
• Customer-focused and proactive approach to service delivery.
• Ability to work in rotational shifts.

Desirable

• Basic IP networking and Cisco product knowledge.
• Basic understanding of ADSL and internet services.
• Basic knowledge of IP VPN, DSL, leased lines and SD-WAN technologies.
• Experience using network monitoring tools for basic diagnosis.
• CCNA or IT service management certification.

Expected Behaviours

• Demonstrates a customer-first mindset and seeks effective resolution.
• Acts with speed and efficiency while maintaining accuracy.
• Communicates clearly and maintains high-quality records.
• Follows agreed processes and provides reliable information.
• Identifies process improvement opportunities and recommends practical solutions.
• Collaborates across teams to achieve successful customer outcomes.
• Remains calm and disciplined when working under time-sensitive and SLA-driven environments.

• Opportunity to work within a global business customer support environment.
• Exposure to enterprise networking technologies and service management processes.
• Collaboration with technical teams, service managers and external partners across multiple functions.
• Experience managing incidents, service requests and customer communications in a fast-paced operational setting.
• Development of customer engagement, problem-solving and stakeholder management capabilities.
• Opportunity to contribute to service improvements and operational excellence initiatives.

• Incident management and service desk best practices.
• Customer communication and relationship management.
• Escalation management and service level agreement adherence.
• Basic network troubleshooting and diagnostic techniques.
• Use of network monitoring and operational support tools.
• Cross-functional stakeholder management and collaboration.
• Service change coordination and operational process improvement.
• Exposure to IP networking, VPN, DSL, leased line and SD-WAN technologies.