Service Desk Agent

About Smart CIC

Smart CIC delivers connectivity and telecommunications services to its customers, coordinating technicians, carriers, and suppliers to keep customers connected and properly supported. Our Service Desk sits at the center of that operation, providing the day-to-day coordination that keeps tickets, interventions, and customer communication moving forward.

Role Overview

We are seeking a Service Desk Operator to join our Service Desk team. This is a hands-on, ticket-owning role: from the moment an issue is raised, the Operator takes responsibility for seeing it through, coordinating directly with carriers, guiding technicians on-site, working closely with the wider Service Desk team, and keeping the customer properly informed along the way.

The role requires a genuine technical understanding of telecommunications and connectivity technologies, together with the initiative to work independently and the collaborative mindset to work well as part of a team.

Key Responsibilities

Ticket and Intervention Ownership

• Own tickets and interventions from creation through to genuine resolution, seeing each one through to a real fix.
• Maintain accurate, current records within the CRM throughout the life of each ticket or intervention.
• Complete clear handovers at shift end so colleagues can pick up exactly where you left off.

Carrier Coordination

• Communicate directly with carriers, by phone and through their platforms, to raise issues, chase progress, and push for resolution.
• Confirm technician rates, service details, and fault status directly with carriers as required.

Field Services Coordination

• Direct on-site technicians to complete intervention requirements, using our runbooks as a guide.
• Apply good judgment to resolve issues that arise on-site in real time.

Customer Communication

• Keep customers properly informed throughout, with honest, specific updates tailored to their situation.
• Build customer confidence through clear, professional communication.

Team Collaboration

• Work as part of the wider Service Desk team, handing tickets and interventions over clearly.
• Contribute to a collaborative, accountable team culture.

Technical Knowledge Required

The successful candidate should possess a solid understanding of core telecommunications and networking concepts, including:

Connectivity and Networking Fundamentals

• Circuits and WAN/LAN basics.
• Routers and modems.
• Reading line and port status.
• First-line technical diagnostics.

Carrier and Service Concepts

• Circuit types and provisioning.
• Common fault patterns and escalation paths.

Service Management

• Experience using a CRM/ITSM platform such as ServiceNow.
• Comfort working within carrier ticketing platforms.

Desirable:

• Familiarity with ITIL principles.

Skills and Experience

Essential

• Proven ability to own and resolve tickets independently.
• Experience coordinating with carriers or suppliers by phone and through ticketing platforms.
• Strong problem-solving and decision-making skills.
• Excellent organizational and prioritization abilities.
• Ability to manage multiple concurrent tickets, emails, and calls.
• Strong customer-facing communication skills.

Desirable

• Experience in telecoms or a technical service desk environment.
• Experience with ServiceNow or a similar CRM/ITSM platform.
• Experience coordinating field technicians or third-party suppliers.

Languages

Essential

• Fluent written and spoken English.
• Professional working proficiency in French.

Desirable

• Professional working proficiency in Spanish.
• Additional languages considered an advantage given the international nature of our customers and operations.

Personal Attributes

We are looking for someone who:

• Takes ownership and accountability.
• Is proactive, organized, and solutions-focused.
• Works independently and confidently.
• Communicates clearly with both customers and carriers.
• Collaborates well within a team and hands over work cleanly.
• Stays calm and organized under pressure.
• Demonstrates excellent attention to technical detail.

Key Performance Indicators

The successful candidate will be measured against:

• SLA compliance.
• Ticket and intervention completion rate and quality.
• CRM documentation accuracy and completeness.
• Customer satisfaction.
• Carrier coordination effectiveness.
• Handover quality and team collaboration.

Why Join Smart CIC?

Joining Smart CIC's Service Desk means being at the center of how we deliver reliable connectivity to our customers. You will take ownership of real problems, work closely with a collaborative team, and build deep technical expertise in a fast-paced telecommunications environment.

Job Types: Full-time, Part-time

Work Location: Remote