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Service Desk Analyst- Shift

Posted 5 January by Telent Ended

Role Profile

The Service Desk Analyst is responsible for providing first level support to the 24*7 Service Centre. The 24*7 Service Centre provides network management, 1st line maintenance, asset management logistics services and remote monitoring support for mission critical systems to telent customers.

This role is shift working both days and nights in a shift rotation of 4 on and 4 off.

Typical Deliverables.

  • To provide first level support and ownership for all incidents and requests.

  • Responsible for initial incident triage.

  • Maintaining the rapport with customers by displaying a detailed understanding of their support requirements and maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution.

  • Liaise pro-actively with suppliers and escalate where necessary to ensure timely call resolution in order to achieve customer specific SLA's.

  • Understand and proactively operate the Escalations Procedure.

  • Consistently meet Service Desk (KPI) Key Performance Indicators as set by the Service Centre Manager.

  • Dispatching the appropriate engineer to resolve failures taking into account the SLAs and skill sets of the engineers.

  • Responsible for ensuring that excellent customer service is provided consistently, by following up actions in a timely manner, providing regular customer updates and meeting promises made.

  • Administration duties required, including writing reports.

Business Operations Skills:

Experience:

  • Service Desk or Call/Service centre experience.

  • An interest in IT Networking or Telecomms support highly desirable.

  • Face to Face Customer experience

  • Telephone based customer experience

  • Successful experience of working within a team

Qualifications:

  • ITIL Aware (Desirable)

Behavioural Requirements:

  • Strong Customer Service Skills.

  • Strong Organisational Skills.

  • Strong Written and Verbal Communications.

  • A positive approach to customer service

  • A positive approach to problem solving

  • The ability to remain calm under pressure

  • A practical approach to owning and escalating issues

Excellent employee benefits:

telent is committed to ensuring that we offer industry leading career opportunities, salary and benefits packages. Join us and you can expect to receive:

  • 33 days holiday, including public holidays, plus the option to buy or sell five days each year

  • Company pension scheme

  • A range of family friendly policies including childcare vouchers

  • An employee-funded car leasing scheme

  • Occupational health support

We reserve the right to close this vacancy once we have received sufficient applications.

telent is an equal opportunities employer and is committed to diversity and inclusion.

Required skills

  • 1st Line
  • Support
  • First line support
  • Service Centre
  • Suctomer services

Reference: 34152214

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