Service Desk Analyst

About The Role

Essential Duties and Responsibilities:

• Ensure that the highest levels of service are delivered to Claranet s customers
• Providing telephone and ticketing based customer support
• Assess the impact and urgency of tickets and gather the appropriate information for the type of request
• Responsible for the resolution of all customer issues raised, ensuring that customers are updated within agreed SLA s and that all issues are resolved quickly and efficiently
• Maintain accurate records of activity taken throughout the lifecycle of a ticket
• Management of escalation through other teams ensuring high quality of feedback and service to customers at all times
• Liaising with third party suppliers to ensure that faults are resolved within the correct time frames according to the product service level agreements in place
• Working closely with Service Management team to maintain excellent service
• Develop a good understanding and technical expertise across Claranet s entire product catalogue
• Resource for project work
• Support the Team Manager towards continued improvement of team process and customer experience
• Answer inbound telephone calls
• Validate contact and ensure security process is adhered to
• Log all relevant request details, allocating category and prioritisation
• Provide first-line investigation and diagnosis, resolving at first contact whenever possible
• Follow security protocol
• Escalate incidents/requests that cannot be resolved within agreed timescales
• Keep customers informed of progress
• Contribute and search the knowledge base

Teams to collaborate with:

• Customer Experience and Managed Services ensure we are consistently providing the best service to our customers, proactively monitoring their needs, and integrating their feedback into our future portfolio and propositions

About You

Behavioural competencies Organisational and behavioural fit

• Excellent communication skills (written and verbal)
• Excellent customer service skills
• Ability to translate technical language into user friendly information
• Good understanding and awareness of IT terminology
• Customer focused
• Leadership skills
• Decision maker, able to act decisively under pressure
• Highly motivated, pragmatic and energetic team player, positive, determined and driven with a can-do attitude
• Ability to work in a highly pressurised environment in terms of volume and intensity of activity.

Critical competencies Technical fit

Previous ISP, Managed Service or Telecoms experience Relevant industry qualifications

Proven analytical and problem solving skills

Good understanding of IT Service Management

ITIL v3-4 Foundation and experience working in an ITIL environment

Relevant industry qualifications

Holds some relevant technical accreditations (MCP / MCSE/ CCNA)

Previous experience of working for a service provider or Telecommunications businessCustomer Service trained