Key purpose

This role combines service desk coordination, customer relationship management, and incident/problem resolution to ensure the seamless delivery of In-Flight Connectivity (IFC) services to airline customers via satellite communication (Satcom).

The role is pivotal in overseeing customer service operations, managing service desk workflows, and implementing incident and problem management processes to uphold exceptional service delivery and customer satisfaction

Key accountabilities

• Act as the first point of contact for airline customers, ensuring that service requests, incidents, and escalations are managed effectively and efficiently.
• Oversee day-to-day operations of the NOC Service Desk, ensuring timely resolution of tickets in adherence to Service Level Agreements (SLAs).
• Monitor ticket queues, ensuring accurate categorization, prioritization, and resolution of customer issues.
• Provide clear and consistent updates to customers and stakeholders regarding the status of their issues, service requests, or escalations.
• Manage customer interactions professionally, fostering strong relationships and ensuring a high level of satisfaction.
• Maintain detailed and accurate records of incidents, service requests, and escalations within ITSM tools (e.g., ServiceNow, Jira).
• Support the end-to-end incident lifecycle, including detection, classification, investigation, escalation, and resolution of critical incidents.
• Support with the coordination of cross-functional teams during major incidents to ensure prompt troubleshooting, resolution, and communication with stakeholders.
• Support with timely incident status updates to internal and external stakeholders, including airline customers, senior management, and technical teams.
• Support post-incident reviews (PIR) to identify root causes, contributing factors, and areas for improvement.
• Document lessons learned and ensure that preventative measures are implemented to reduce recurring incidents.
• Continuously evaluate and improve service desk and incident/problem management processes to enhance operational efficiency.
• Ensure adherence to and maintain service desk standard operating procedures (SOPs), workflows, and escalation guidelines.
• Track and analyse performance metrics (e.g., incident response times, resolution rates, SLA adherence, and customer satisfaction).
• Prepare and deliver reports on incident trends, problem resolutions, and service desk performance to leadership and airline customers.
• Collaborate closely with the NOC Network Engineers and the Incident & Problem Manager to prioritize tickets, align resources, and ensure timely resolution of all customer issues.
• Act as a central point of contact for internal team incidents and Serco IT account management.