No mission too big

At Telenor Satellite, we are passionate about people. Our Network Operation Centre (NOC) team in particular are always on-hand to help our customers. Here, we speak with NOC Manager, Jonathan Kennedy, to discover what it’s like over at their headquarters in Nittedal.

Q: Jonathan Kennedy, what does a typical day in the office look like for those who work in our Network Operation Centre?

A: A typical day starts with the handover from the previous shift, usually over a coffee! We get the update on ongoing cases, upcoming planned work, platform status and any other relevant information. Then it’s onto following up on new requests in The Bridge relating to customer enquiries. We usually have a pretty constant stream of things to do relating to emails and phone calls, alarms, terminal configurations and troubleshooting. We can also get multiple, simultaneous enquiries to deal with, so it can get pretty busy but we always do our best to support every request as quickly as we can.

Q: Our Network Operation Centre is open 24/7, 365 days a year, when is it the busiest?

A: It can be busy at any time, but we regularly see that it get busier at the beginning and end of each month. It’s also particularly busy during the ‘seasonal’ yachting period from March/April through to September where we often experience a higher number of requests for support from our customers.

Q: What are the most frequent questions from our customers?

A: Customers will call when they initiate a service for the first time, or if they are experiencing issues, for example if their internet is slow, or if they have problems getting their terminal to lock towards the satellite. However we also get questions from lineups and activations to interference and faultfinding.

Q: You received a high score on our customer survey, how will you keep up the high level of service in 2019?

A: Well, it was great to hear that our customers are happy with our service. We will continue to strive towards looking for new ways to improve the way we work and deliver an excellent service. Our job is, after all, to support our customers and keep them happy, ensuring their services are up and running.

Q: What are you looking forward to the most in 2019?

A: We’ve got further developments on The Bridge planned, focusing on improving our customer experience tools, which in turn will improve workflows and help us work more effectively. Anything we can do to improve processes and efficiency makes me happy.

Q: Anything you’d like to say to our customers?

A: Thank you for choosing Telenor Satellite, for being patient and understanding when you call us here at Nittedal NOC, it is always a pleasure to talk you. However, don’t forget the functionality in The Bridge can speed up the process and ensure we have the correct data to resolve your request quickly. We are looking forward to continue working with you in 2019.