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Service Desk Analyst
2 months ago
Xiatech is 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 and internal teams, ensuring that all incidents and events are accurately logged and resolved in a timely manner.
Key Responsibilities:
- Proactively monitor the Service Desk for incidents raised by customers and for events created by our proactive monitoring system.
- Ensure all incidents and events are accurately logged and regularly updated in line with customer SLAs.
- Liaise with customers and internal teams to maintain ticket accuracy.
- Resolve incoming service requests in line with SLAs.
- Perform initial triage and assessment of incoming events and incidents for customers.
- Investigate and quantify incidents and events, identifying error logs as needed.
- Act as a point of contact for information between customers and third-line support.
- 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.
- Contribute to the creation and maintenance of the Knowledge Base.
- Participate in the Service Desk on-call rota.
- Participate in the Service Desk 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 offer a flexible and remote work environment, enabling our teams to work at a time and place convenient to their lifestyle.
We are proud to be an equal opportunity employer and prohibit discrimination and harassment of any kind.
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