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What is a Specialist Help Desk and Operational Management?

Help Desk & Operational Management Specialist executes Provisioning & De Provisioning of services in HLR, Order Management, and Notifications Management of system and network downtimes etc., performs daily reporting of team’s tasks. HDOM specialist understands Business SOPs & processes, who are the stake holders, get aligned to the ongoing tasks, projects and deliverables. Develops in-depth understanding of Jazz philosophy and framework. Ensures that activities are handled within defined KPIs according to agreed standard operating procedures.

What does Help Desk & Operational Management Specialist does?

Processes Provisioning & De Provisioning of services in HLR

Processes daily Order Management of provisioning failures at HLR

Performs Notifications Management of systems and network downtimes and update all stake holders during the complete life cycle of downtimes in time

Performs daily audit & reporting of team’s tasks

Meets the defined KPIs

Exhibit Jazz values in totality on daily basis

Follows up escalated/disputed cases in order to provide end to end resolution

Coordinates closely with Team lead on day to day tasks for continuous improvement and business value additions

Does root cause analysis of activities/complaints and coordinate with Team lead to resolve them permanently

Ensures performance as per the Service Level Agreements and assigned Key Performance Indicators

Ensures continuous process improvement

Identifies improvement areas and comes up with concrete proposal/plans and discuss with Team Lead/Manager

Ensures effective and efficient communication with front and backend teams in order to quickly handle customers’ issues.

Revises and/or formulates existing policies to improve customer experience further

Takes ownership and ensure timely resolution of customer complaints

Jazz is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.

Requirements

What are we looking for and what does it require to be Help Desk & Operational Management Specialist?

A seasoned professional with adequate experience in managing customers and resolving their complaints

Proven track record of managing end-to-end coordination for customer query resolution

The individual should have the telecom product knowledge and hands-on expertise in customer management systems

An analytical thinker who can ascertain the improvement areas with regards to customer experience

Adept in stakeholder management for the closure of respective action plans while ensuring standardization across the board

Strong Leadership aptitude to manage customer expectations vis a vis the desired outcome for improved customer experience

Benefits

Why Join Jazz?

As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.

As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 65 million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy.