Service Desk Analyst

7 days ago

Scotland, United Kingdom M Group Services Limited TA Magdalene Limited Full time

Due to the continued success and expansion of Magdalene we have an exciting opportunity fora Service Desk Administrator to be part of our Service Team, working in our 24x7 Service Management Centre in Kirkintilloch, GlasgowNote - you will be required to work 2 days on/2 nights on followed by 4 days off.

Magdalene is a leading telecom services supplier offering a complete end to end service across the UK and Ireland. Magdalene provides specialist services to our clients in the fixed, mobile and utilities infrastructure networks for both public and private sectors of the market.Our services include acquisition, design, construct, rigging, first line maintenance, managed services, capital project delivery, complete network outsourcing, smart metering, and satellite solutions.

The role & responsibilities:

In this full time, permanent role, you will be part of a team working on a 24x7 shift pattern providing service support to our customers, from receipt of issue through to resolution. You will be scheduling and allocating work and providing excellent support to our engineering teams to enable customer updates and timely issue resolution.This role will fit within Magdalenes Service Management team where the pace is fast and no two days are the same. You will work collaboratively with our customers, field engineers and network management teams, providing end to end ownership to ensure that SLAs are met.

You will:

  • Receiving customer requests / tickets and raising cases on our Service Management platform
  • Providing regular updates to external customers on the progress of faults
  • Prioritising each fault to meet SLAs including resource management
  • Meeting our customers SLAs within the contracted timescales
  • Controlling and directing our field engineers and spares deliveries
  • Tasking and tracking the work of our NOC engineering team
  • Ensuring all Planned Preventative Maintenance is complete
  • Providing ad hoc reports as required to senior colleagues and customers
  • Ensuring our Field Engineers complete outstanding fault reports
  • Maintaining internal reports following engineer visits
  • Arranging and coordinating access for various suppliers providing services

What we need from you.

  • Excellent communicator both written and verbal.
  • Outstanding customer service skills; you are someone that our customers and your fellow colleagues can rely on to ensure work is completed to the highest standard.
  • A positive attitude to overcome any obstacles that come your way, allowing you to build lasting relationships with our customers and engineers.
  • Helpful individual who always uses their own initiative to solve tricky problems.
  • Working under pressure and meeting tight deadlines.
  • Computer literacy (including Excel and Outlook) is essential for this role and you must be enthusiastic at learning new products, systems and processed
About The Company

Why choose us?

We promise development and reward opportunities for those who have the passion, enthusiasm and work ethic to harness them. Our benefits include:

  • 25 days annual leave plus bank holidays
  • 4% matched pension scheme
  • 2 x salary life assurance
  • Access to our staff discount portal
  • Health Cash Plan
  • Cycle to Work scheme
  • Employee assistance programme
  • Recruitment referral scheme
  • Payroll giving
  • Salary finance scheme

Inclusiveness

As a member of the Disability Confident Scheme we welcome applications from individuals who consider themselves as having a disability or long-term health condition. Please let us know if there are any reasonable adjustments we can make to aid your application and recruitment process.

As a gold award holder under the Armed Forces Employer Recognition Scheme , we are interested to hear from candidates who are currently serving in the military who may wish to transition to a civilian Job. We also welcome applications from Reservists, Cadet Forces Adult Volunteers, ex-forces personnel and military spouses / partners.

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