Company Overview
At Motorola Solutions, we believe that everything starts with our people. We’re a general close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.
Department Overview
The Motorola Solutions Managed Services Network Operations Center (MS-NOC) is staffed by experienced technologists who ensure our customers' networks operate at peak performance. The services provided by the MS-NOC allow customers to entrust their network operations and management to Motorola Solutions, enabling our customers to focus on their primary mission.
The Service Desk is a 24x7 service and resides in the MS-NOC. The Service Desk serves as the point of contact for the MS-NOC. They respond to customer issues requested by groups such as the Customer Care, TSO,
Field Services, Performance Management team, etc.
Job Description
Scope of Responsibilities/Expectations:
Service Desk receives referred issues through phone calls, trouble tickets, and email.
- Lead team responsible for the answering phone calls regarding customer and network issues meeting the KPI timeline metrics in support of the SLA
- Provide team coaching for best-in-class customer service and drive continual improvement
- Receive and respond to email on matters regarding reported issues and customer escalations
- Checks queue, monitor team performance and balance load to meet changing demands
- Verify, validate, and document reported issues
- Assist in performing initial triaging of incidents, service requests, and problem tickets
- Represent Dispatch Service Desk team in internal meetings and facilitate collaboration with other teams
- Act as an escalation point for customer is