Telenor Hiring for Service Operations – Support Officer Job at Islamabad Full Time

Last date to apply: 24th Dec, 2021

Position Title: Service Operations – Support Officer

Reporting to: Lead SD Expert HR Service Operations

Job Group: DFTC (Direct Fixed Term Contract)

Location: Islamabad

Division: Telenor GSS Pakistan

Department : DCPIT

Unit: Service support & Tools

Why should you join Telenor

At Telenor Pakistan, we give you the opportunity to become a skilled professional in your chosen field of interest. Being rated as the top employer of the country, we enable you to realize your dreams in an environment of diversity and openness to new mindsets.

Position Related

Telenor Global Shared Services Pakistan, a Shared Service Centre, is a service provider of IT Solutions and various allied IT and functional support services in finance& accounts along with HR support to Telenor Group companies globally. Telenor GSS Pakistan helps Telenor Business Units to handle their day-to-day, non-core and repetitive processes and operations so that they can focus their energies and resources on strategic initiatives that give them a competitive edge.

Telenor GSS Pakistan is seeking to fill the position of Service Operations support officer

Goals

• Provide excellent technical and functional support to end users.
• Ensure timely resolution of Incidents and requests, maintaining highest level of quality
• Identify and suggest areas to improve.
• Contribute towards the team and organizational goals.

Your Typical day at work

• Answer phone calls, chats, emails and use of ticketing system for troubleshooting and support.
• Resolve/complete incidents/requests related to HR If not possible, route to appropriate group to handle.
• Follow-up with users and technical vendor on status of tickets that are waiting on further information or confirmation of resolution.
• Assist Service Delivery Manager to deliver on Customer SLA
• Keep updated on and present the planned activities for the platform
• Participate in vendor meetings with escalations from customer
• Challenging vendors /other functional teams on the suggested work arounds and costs
• Responsible for quality assurance/SOA compliance on deliveries
• Reporting on daily /Weekly productivity and performance
• Analysis on tickets to identify problematic areas and suggest solutions

Eligibility Criteria

Education : Graduate from a well reputed university, people with HR education will be preferred.

Work experience :

• Good to have – 1 year of working experience in HR support.
• Good to have – understanding and knowledge of HRMS systems (Payroll, Absence management, Hire 2 Retire etc.)
• Customer service oriented: excellent communication skills and positive customer-centric attitude.
• Excellent analytical and problem-solving skills
• Sense of urgency and self-motivation; ability to work under pressure and meet deadlines.
• Very good English communication skills, both written and oral
• A flexible personality who should be able to adapt and work in different shifts as well during the public holidays.

Potential Career Path:

• Service Operations Expert (HR)
• Service Operations Delivery Management (HR)