About Us
Join 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 Role
Roles and Responsibilities:
- Leadership:
- Provide daily guidance and share knowledge within the team
- Monitor and manage team performance in technical and non-technical areas
- Lead and mentor the Service Desk team to ensure timely resolution of incidents and requests
- Ensure proper workload distribution and prioritize tasks
- Own and resolve complex and aging issues, leading improvement plans
- Oversee new employee induction and onboarding of new customers and services
- Lead technical training and skills development through regular sessions
- Process Improvement & Performance Monitoring
- Monitor and improve service desk processes, ensuring adherence to SLAs and KPIs
- Analyze incident trends and recommend proactive solutions to prevent recurring issues
- Prepare monthly reports on service desk performance and customer satisfaction metrics
- Prepare weekly reports including major incidents, hot topics, and recurring issues with the customer
- Customer & Stakeholder Engagement
- Attend customer and/or internal calls whenever needed
- Represent the service desk in regular service reviews with the account team and customer
- Engage in crisis management activities and post-crisis reviews when needed
- Act as the lead SPOC for selected customers, ensuring seamless communication and issue resolution
Skills:
- Excellent communication, interpersonal, and presentation skills
- Strong leadership and conflict resolution abilities
- Advanced problem-solving and analytical skills
- Demonstrates emotional intelligence and effective communication with team members and customers
- Ability to work independently and efficiently to meet deadlines
- Deep understanding of complex customer infrastructure and services offered
- Capable of working under pressure and managing multiple tasks simultaneously
Qualifications:
- Bachelor's degree in telecommunication engineering or computer science
- Fluent in English
- Solid knowledge on the technologies supported by the team
- Solid knowledge of the ITIL framework and incident management procedures specifically within Orange Business
- Minimum of 1-year work experience in customer technical support
About You
we are committed to fostering a supportive and dynamic work environment where every team member can thrive.
We promise to provide opportunities for professional growth, recognize and reward your contributions, and maintain a culture of integrity, collaboration, and innovation.
Join us and be part of a company that values your skills, encourages your development, and supports your success every step of the way.
You bring rigor, passion for challenges, and determination. You seek the opportunity to expand your expertise, achieve your goals, and thrive.
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 Matter
Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, 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.
