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IT Support and Service Desk Operator
2 months ago
Service Desk Analyst
Here at Xiatech , we believe that a great work-life balance leads to a contented and productive team. We enable all our teams to work remotely in order that they enjoy the flexibility and freedom to work at a time and place convenient to their lifestyle. Using the latest in Open Source, Microservices, Big Data and Cloud technologies, Xiatech has developed Xfuze, an innovative Hyper-Integration Platform.
Real-time, single view of data
We’re looking for an experienced and enthusiastic individual to work as part of our IT Service Desk team. Our future Service Desk Analyst will support Xiatech across desktop and infrastructure and support and assit the evolution of the existing platforms.
The role requires the individual to have the willingness to want to aid in supporting all aspects of the IT service by assisting other teams where required from the Service Desk support, through to desk rollouts and implementation. The ideal candidate would have a very high level of customer service experience and past experience working in IT support.
Proactively monitor the Service Desk for incidents raised by customers (external and internal) via email, portal, or phone, and for events created by the proactive monitoring system used by Xiatech.
Resolve incoming service requests in line with SLAs.
Act as a point of contact for information between customers and third-line support. Investigate problems from incidents, identify root causes, and work with third-line support to implement resolutions in line with SLAs.
Serve as the interface between third-line and first-line support to keep customers updated per SLAs.
Report regularly to the Service and Operations Manager and Service Desk Team Leader on ongoing priority 1 or major incidents, and any ongoing issues for timely resolution.
Participate in the Service Desk on-call rota
Participate in the Service Desk shift rota to ensure core hours are covered
Experience in a 2nd Line Support or Service Desk Analyst role.
Knowledge of AWS, AWS Cloud Watch, AZURE, Google Cloud would be an advantage.
An understanding of “software as a service” support.
Cloud Networking troubleshooting including Firewalls, DNS, DHCP & TCP/IP, VPN.
Good customer service skills and confidence on the phone.
Good understanding of IT fundamentals.
Creative
Flexible and adaptive to change
If you receive an offer of employment, this will be conditional upon satisfactory completion of a right to work & identity check, a reference check and a basic criminal record check for any unspent convictions.
If you would like the opportunity to join an established UK-based Software as a Service organisation who believe in using the latest leading-edge technology to drive business growth, please enquire now by emailing maddie@xiatech.
