Senior Service Desk Analyst

2 weeks ago

Epsom, United Kingdom Independent Resourcing Consultancy Full time

**Senior Service Desk Analyst - Remote/Epsom - to £33K**

IRC are currently working with Contact Centre as a service Solution provider with an outstanding reputation for attracting and developing the best talent in the industry who are well known for their expertise in the contact centre as-a-service (CCaaS) marketand the network of channel partners they work with.

Due to continued growth, we are looking for a Senior 2nd Line Service Desk Analyst to join their team and provide support to customers calling in for support, helping them with issues on their voice platform. This role comes with a lot of product trainingand opportunity for career progression, so we are looking for someone with a experience in, and a passion for the telecoms industry and a keen to desire to develop further within it.

**Responsibilities**
- Complete change requests within SLAs
- Delivery of high-quality customer and partner training sessions
- Supporting & coaching Junior Service Desk Analysts
- Respond quickly to urgent issues arising from VIP customers
- Reporting risks or escalations to the Service Desk Manager
- As appropriate engagement and escalation into key suppliers through agreed/documented triage processes
- Maintaining excellent knowledge of both the organisation’s products
- Working on Rota to support customers out of hours

**Skill & Experience Required**
- Depth of experience in the Telecoms industry and an understanding Contact Centre Technologies.
- Demonstrable success in managing complex issues
- Experience in delivering customer services in a Channel environment.

If you are an experienced Service Desk Analyst and you are looking to develop your career in the telecoms industry, join an industry leader and learn new skills this is a great opportunity.

For more information and a full job spec please get in touch with an up-to-date CV.

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