At Motorola Solutions, we believe that everything starts with our people. We’re
a integral 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