Client Services Technician

3 weeks ago

Manchester, United Kingdom ANS Full time

Position Overview

The Service Desk Analyst plays a vital role within our CSOC Hybrid Cloud team, serving as a primary contact for clients through various communication channels. This position involves the identification, investigation, and resolution of client issues, with an emphasis on prompt escalation to ensure efficient solutions. Ideal candidates will have a strong desire for technical growth, a commitment to delivering outstanding customer service, and the flexibility to work a shift pattern from 8am to 8pm.

Key Responsibilities

  • Handle customer inquiries and issues through ANS Support channels, adhering to established SLAs and KPIs.
  • Maintain and execute current service desk protocols effectively.
  • Prioritize and manage personal workload while providing support to team members as needed.
  • Monitor alerts and identify patterns to preemptively address potential incidents.
  • Support sales and account management teams with client escalations.
  • Troubleshoot and resolve backup failures related to Commvault and Bacula.
  • Utilize Grafana dashboards to monitor hardware issues and communicate these to clients.
  • Escalate complex tickets to specialized support teams when necessary.

Qualifications

  • Proven experience in a fast-paced service desk environment.
  • Strong note-taking skills and the ability to accurately transfer information across the service desk.
  • Solid understanding of Windows and Linux operating systems, alert systems like Zabbix and LogicMonitor, web server technologies (Nginx, Apache, IIS), and cloud service models.

Why Join ANS?

At ANS, we foster an environment where individuality is celebrated, empowering our team to excel. Our core values of openness, ambition, honesty, and passion drive our daily operations. We are committed to innovation and invest in our employees through training, development, and health initiatives, ensuring a balanced work-life experience.

We take pride in our inclusive and dynamic workplace culture, providing a safe space for all. Whether you are a tech enthusiast or not, we welcome your authentic self to explore your potential with us.

Employee Benefits

  • Standard: 25 days of annual leave, with the option to purchase up to 5 additional days.
  • Additional perks: Enjoy your birthday off and an extra day for personal celebrations. If you are getting married, you will receive 5 extra days of leave in that year, along with 5 volunteer days.
  • Comprehensive private health insurance.
  • Pension contributions matched and 4x life assurance coverage.
  • Flexible working arrangements, including the option to work remotely for up to 30 days annually (with some exceptions).
  • Maternity leave: 16 weeks at full pay; Paternity leave: 3 weeks at full pay; Adoption leave: 16 weeks at full pay.
  • Engaging company social events throughout the year.
  • Electric vehicle scheme.
  • 12 days dedicated to personal development and growth.

ANS is an equal opportunity employer, committed to fostering diversity and ensuring that all applications are treated fairly, regardless of age, disability, gender identity, marital status, pregnancy, race, religion, or sexual orientation.

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