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Job
Description
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OVERVIEW
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Job Title
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Supervisor Dispatcher-HelpDesk
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Job
Code:
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HR
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Direct Reporting Relationships
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Reports to:
Supervisor
Dispatcher-Helpdesk
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Supervisor: (Job
Title):
Project Manager
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Division
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Technical Buildings Facilities Management
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Department
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O&M
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Grade
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HR
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Job Family
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: HR
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Role Purpose:*
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Monitoring of Network Alarms ,
opening and closing of trouble tickets
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Assigning of TT’s to FM1 for
Trouble Shooting and isolating of failure
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Give go ahead of MDT/TC
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Responsibility and accountabilities
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Key Activities
Describe
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1.
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Ensuring all alarms to be cleared
after any planned or unplanned activity.
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2.
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After completion of MDT, verify
the changes implemented as per the action plan and Follow-up & supervise
all planned MDT / TCN and contractors activities
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3.
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Verification of Repair details /Reason of Fault with 3 Why
before closing of TT’s
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4.
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Escalation to the Management as per the SLA’s
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5.
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Reduce multiple referrals and
close issues with discussion
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6.
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Alarm Monitoring for Access
Network telecom equipment including indoor and remote outdoor equipment.
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7.
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Opening Trouble Tickets for alarms reported on the
Network Management Systems according to the established processes
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8.
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Assigning the TT to Fault
Management Network Tier 1 for trouble shooting the Fault.
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9.
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Escalating all Service affecting
network faults to STC management within 5 minutes of the opening of TT.
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10.
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Closure of Non Service Affecting
Faults based on Clearance of Alarms and Service Affecting Faults with the
Consent of stakeholders
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11.
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Conduct preliminary diagnostics
and basic troubleshooting
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12.
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Assigning the TT to Fault
Management Network for trouble shooting the Fault. And escalate it the second
line or Escalation to the Management
as per the SLA’s
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13.
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Dispatch Field Technicians when
physical intervention in the equipment is needed.
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14.
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Guide and support corrective
maintenance for Field Operation.
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15.
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Carry on preliminary alarm
diagnostics and basic troubleshooting
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16.
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Create / Follow up, update,
validate and close trouble tickets for
Degradations according to the defined severity within the set target time and
refer it to Field Operation
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17.
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Document, report and track IBS fault issues & fault
resolutions in Remedy (RTTS)
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18.
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If necessary, advise Filed
technician and Control centres to Coordinate with all concerned depts., such as O&M, TG
Contractors and Power contractors and arrange joint visits to ensure fast service restoration
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Competency
Yes
No
Other
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1. CUSTOMER FOCUS
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2. TEAMWORK
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3. PERSONAL IMPACT
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4. CONTINUAL IMPROVEMENT
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5. TECHNICAL SKILLS
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6. LEADERSHIP
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SPECIFICATIONS
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Industry :
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Electrical
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Knowledge and
Experience
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2< related Experience , associate
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Education and
Certification Requirements
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Electrical /
Mechanical Technician
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Job Specific
Technical Skills
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Experience should include
monitoring of network management systems and opening of trouble tickets.
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Experience in Access Network
equipment
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Experience in most major vendor
telecom equipment: Alcatel-Lucent, Huawei, Nokia-Siemens, etc.
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Strong command of PC software
packages.
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Strong command of the English
language, Arabic language knowledge will be considered as an advantage
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Strong organizational and time
management skills
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Able to work under high pressure
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