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Service Desk Analyst

CV-Library

Posted on Aug 3, 2021 by CV-Library

London, United Kingdom
IT
Immediate Start
£20k - £22k Annual
Full-Time

Exciting opportunity to join a leading managed services provider a build an excellent career in the IT sector.

ROLE PURPOSE

The Service Centre Advisor is responsible for providing a first point of contact with one or more customers, and is accountable for ensuring that customer faults and MACs are properly identified and dealt with appropriately in line with SLAs. The Service Centre Advisor manages the communication to the customer with respect to fault progression to enable the engineering team to effectively work on resolving faults. The Service Centre Advisor will actively manage the administrative activities relating to the life cycle of a ticket. This role interacts with both the engineering teams and the service delivery team.

KEY INTERFACES

Customers at all levels

Internal Support teams

3rd Parties as appropriate

KEY RESPONSIBILITIES

Call Reception and Ticket Logging:

Responsible for:

Ensuring calls are answered professionally
Ensuring that the relevant information is collected from customer
Ensuring that the correct level of priority is agreed with the customer
Company reference number is provided to customer and customer reference number
Ensuring that the ticket is assigned to the correct engineer
Ensuring that the engineer is aware that there is a new ticket assigned to their queue

SLA Management:

Responsible for:

Ensuring that appropriate attention is paid to P1s

a) TPMs engaged immediately for engineer dispatch to site where applicable

b) Customer is forwarded to an engineer for possible remote fix

Ensuring that all tickets are managed in line with SLAs

Jeopardy Management:

Responsible for:

Ensuring that the ticket is managed in line with the jeopardy management process

Escalation Management:

Responsible for:

Ensuring that the ticket is escalated appropriately in line with escalation process
Provide 1st line escalation to customers and channels (referring to Jeopardy and Escalation Manager)
Provide 1st line escalation into TPM (referring to Jeopardy and Escalation Manager)
Responsible for advising Service Centre Manager of any missing information in the knowledge database

Communication

Responsible for:

Customer Communication
Ensuring that the customer is updated regularly throughout the duration of the ticket
Ensuring the quality of ticket input is of a high standard
Ensuring that key internal contacts are advised of any issues

Responsible for reading, understanding and complying with Information Security policies.

FORMAL EDUCATION AND TRAINING

Educated to A-level minimum, with higher education qualification (degree or equivalent preferred). Alternatively, relevant and proven Industry experience would be accepted
Industry or relevant business qualifications and accreditations would be desirable
Proficiency involved in working in the service industry, with particular emphasis placed on the customer focus issues.
Ability to form close working relationships with customer community, sub-contractors
Excellent client facing communications skills
A Self motivated team player with excellent interpersonal skills
An outgoing individual willing to participate as part of a small and flexible team
in European languages would be an advantage
ITIL Foundation
Overall telecommunications knowledge with an appreciation of the Nortel and Avaya Product Sets

KEY SKILLS & EXPERIENCE

An experienced Communications professional with a broad background in telecommunications at an operational level.
ITIL v3 Foundation
Recognition of the issues

KEY COMPETENCIES

Customer Focused
Relationship Building and Maintenance
Decision Making Ability
Inspiring Communicator
Initiating Action
Personal Responsibility

ECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy


Reference: 214349434

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