Service Desk Support Specialist
3 weeks ago
We are seeking a highly motivated and organized Service Desk Analyst to join our team at Claranet Limited. As a Service Desk Analyst, you will be the primary point of contact for our customers, handling service requests, incidents, and problems in a timely and efficient manner.
Key Responsibilities:- Manage incidents by receiving, logging, categorizing, prioritizing, and resolving them in a timely and efficient manner, minimizing the impact on the customer's business.
- Manage service requests, providing an easy and efficient way for users to request services and providing status updates and follow-up as needed.
- Maintain a knowledge base to capture and share information about incidents, problems, and solutions, improving efficiency and reducing the time required to resolve incidents.
- Monitor and manage service level agreements (SLAs) to ensure that services are delivered to agreed-upon standards.
- Obtain customer feedback and produce a high net promoter score.
- Manage and keep to a minimum the ticket backlog.
We are looking for a candidate with excellent communication skills, both written and verbal, and the ability to translate technical language into user-friendly information. You should have a good understanding and awareness of IT terminology and be able to work in a highly pressurized environment in terms of volume and intensity of activity.
Requirements:- 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 business.
- Customer Service trained.
Claranet Limited is a leading provider of managed services, and we pride ourselves on going the extra mile for and with our employees. We offer an extensive benefits package, including a matching contribution pension scheme, healthcare, insurance, dental, discounted gyms, and app-supported benefit access.
We are committed to building a more diverse and inclusive workforce and are proud members of Tech Talent Charter, a government-supported, industry-led membership group created to address the UK's tech talent shortage and diversity gap through collective action.
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