Service Desk Specialist

Ebene, Mauritius
Permanent
Full-time

1 month ago

Publication date : Mar 09, 2026, 12:00AM Orange Business is here!About usJoin us at Orange Business!We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities. About the roleJoin us as a Service Desk Specialist, where you will take the lead in providing unparalleled support to our IoT customers globally, ensuring every interaction enhances their trust in our services.

Provide dedicated support to our IoT customers on international perimeters, ensuring their inquiries and issues are addressed promptly and effectively.
Handle inbound calls in both English and French, delivering quality customer support and ensuring clarity in communication.
Manage email correspondence efficiently, responding to customer requests within a maximum of 30 minutes to maintain operational excellence.
Provide timely updates to customers via email or phone on all incidents and service requests, ensuring they are informed on the status of their inquiries.
Utilize internal tools to handle customer requests efficiently, ensuring a high standard of service quality is maintained.
Categorically prioritize and escalate incidents and service requests that require further attention, thereby optimizing resolution workflows.
Proactively detect potential incidents and take preemptive actions to address customer needs effectively.
Lead internal projects that aim to improve processes, enhance customer experiences, and drive team performance.

About youYou are an IT professional with a degree in IT Networks, Telecommunications, or Information Systems, and CCNA certification will be a plus. With 18-24 months of experience in a technical support role, you are a skilled communicator and collaborator adept at writing reports, giving presentations, and actively listening to customer needs. Your problem-solving abilities coupled with strong leadership and critical thinking skills will enable you to effectively guide cross-functional teams toward achieving service excellence.Your professional skills:

Proficient in utilizing customer support tools and software to track and manage service requests.
Skilled in investigating complex technical issues and providing sound resolutions based on analytical assessments.
Experienced in prioritizing tasks to manage customer support operations effectively and efficiently.
Adept at providing training and guidance to team members, enhancing overall team performance.
Capable of adapting quickly to new technologies and frameworks, ensuring continuous improvement in support offerings.

Your soft skills:

Demonstrate exceptional communication skills, including writing detailed reports, delivering presentations, and practicing active listening.
Work collaboratively with cross-functional teams to support service delivery and optimize customer satisfaction.
Analyze challenges critically, identifying effective and practical solutions in a timely manner.
Exhibit strong time management abilities, ensuring all tasks and requests are addressed within set deadlines.
Adapt comfortably to changes in work environments, tools, and customer expectations, fostering resilience.

At Orange, we promise to foster an environment where your problem-solving skills will shine as we tackle challenges together. You will be empowered to explore new technologies, ensuring our IoT customer experiences are unrivaled. We prioritize your professional growth, offering opportunities for mentorship and collaboration, all while maintaining a supportive and enriching workplace culture. What we offer

Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
Professional Development: training programs and upskilling/re-skilling opportunities.
Career Growth: Internal growth and mobility opportunities within Orange.
Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.
Reward Programs: Employee Referral Program, Change Maker Awards. Only your skills matterRegardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.

At Orange, only your skills matter.Regardless of your age, gender, background, origin, religion, sexual orientation, disability, neurodiversity, or appearance, we actively encourage diversity within our teams, as it is a collective strength and a driver of innovation.Orange is a disability-inclusive employer: please feel free to let us know about any specific needs you may have.

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