Service Desk Analyst

5 days ago

London, Greater London, United Kingdom Xiatech Full time
About the Role

Xiatech is a leading provider of innovative Hyper-Integration Platforms, and we're seeking an experienced Service Desk Analyst to join our IT Support Team.

As a Service Desk Analyst, you will be responsible for providing technical support to our customers, ensuring that their issues are resolved promptly and efficiently. You will work closely with our internal teams to resolve incidents and events, and provide excellent customer service to our clients.

Key Responsibilities
  • Monitor the Service Desk for incidents and events, and ensure that all issues are accurately logged and updated in line with customer SLAs.
  • Liaise with customers and internal teams to maintain ticket accuracy and resolve incoming service requests in line with SLAs.
  • Perform initial triage and assessment of incoming events and incidents, and investigate and quantify incidents and events to identify root causes.
  • Act as a point of contact for information between customers and third-line support, and ensure that calls are progressed and escalated as needed to resolve within SLAs.
  • Review and validate incoming SNS alerts, log inaccuracies to development, and follow up to ensure code updates.
  • 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.
  • Perform daily checks on platform status, and contribute to the creation and maintenance of the Knowledge Base.
  • Participate in the Service Desk on-call rota and shift rota to ensure core hours are covered.
Requirements
  • Experience in a 2nd Line Support or Service Desk Analyst role.
  • Knowledge of AWS, AWS Cloud Watch, AZURE, Google Cloud would be an advantage.
  • Basic understanding of JSON.
  • Google Cloud shares and permissions.
  • An understanding of 'software as a service' support.
  • Cloud Networking troubleshooting including Firewalls, DNS, DHCP & TCP/IP, VPN.
  • A strong knowledge of technical environments and have proficient problem-solving skills.
  • Good customer service skills and confidence on the phone.
  • Good understanding of IT fundamentals.
  • Self-motivated with a willingness to learn and adapt to changes or new situations.
  • Very good verbal and written communication skills.
About Xiatech

Xiatech is a UK-based Software as a Service organisation that believes in using the latest leading-edge technology to drive business growth. We're proud to be an equal opportunity employer and prohibit discrimination and harassment of any kind.

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