Service Desk Analyst

3 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 analytical and problem-solving ability. You should have a good understanding of IT Service Management and be familiar with ITIL v3-4 Foundation. Previous experience in a similar role, preferably in a service provider or telecommunications business, is highly desirable.

Requirements:
  • Excellent Communication Skills: Strong written and verbal communication skills, with the ability to translate technical language into user-friendly information.
  • Customer Focus: A customer-focused attitude, with a strong commitment to delivering high-quality service and exceeding customer expectations.
  • Analytical and Problem-Solving Skills: Strong analytical and problem-solving skills, with the ability to identify and resolve complex technical issues.
  • IT Service Management Knowledge: A good understanding of IT Service Management and ITIL v3-4 Foundation.
  • Previous Experience: Previous experience in a similar role, preferably in a service provider or telecommunications business.
About Us

Claranet Limited is a leading provider of managed services, with a strong commitment to delivering high-quality service and exceeding customer expectations. We pride ourselves on our customer-focused approach, our innovative solutions, and our dedicated team of experts. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we would love to hear from you.

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