Service Desk Analyst

6 days ago

Gloucester, Gloucestershire, United Kingdom Claranet Limited Full time
About the Role

We are seeking a highly motivated and customer-focused Service Desk Analyst to join our team at Claranet Limited. As a key member of our Service Desk Team, you will be responsible for providing timely and effective support to our customers, ensuring that their service needs are met and exceeded.

Key Responsibilities:
  • Incident Management: Receive, log, categorize, prioritize, and resolve incidents in a timely and efficient manner, minimizing the impact on the customer's business.
  • Service Request Management: Manage service requests, providing an easy and efficient way for users to request services and providing status updates and follow-up as needed.
  • Knowledge Management: Maintain a knowledge base to capture and share information about incidents, problems, and solutions, improving efficiency and reducing the time required to resolve incidents.
  • Service Level Agreement (SLA) Management: Monitor and manage SLAs to ensure that services are delivered to agreed-upon standards.
  • Customer Feedback and Net Promoter Score (NPS): Obtain customer feedback and strive to achieve a high NPS.
  • Ticket Backlog Management: Manage and keep to a minimum the ticket backlog.
About You

We are looking for a candidate with excellent communication skills, a customer-focused attitude, and a strong understanding of IT terminology. Previous experience in a similar role, preferably in the IT service management industry, is highly desirable.

Requirements:
  • Excellent Communication Skills: Ability to communicate effectively with customers, both verbally and in writing.
  • Customer Focus: Strong customer service skills and a customer-centric approach.
  • IT Terminology: Good understanding and awareness of IT terminology.
  • Previous Experience: Previous experience in a similar role, preferably in the IT service management industry.
About Us

Claranet Limited is a leading provider of managed services, dedicated to building long-term, trusted relationships with our customers. We pride ourselves on delivering market-leading, integrated managed services that meet the evolving needs of our customers.

We are committed to creating a diverse and inclusive workplace, where our employees feel valued and supported. We offer a range of benefits, including a matching contribution pension scheme, healthcare, insurance, and discounted gyms.

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