Service Desk Analyst

As a Service Desk Analyst, you will also support other team members in training, reviewing technical bulletins and collaboration. You will perform a critical function within the network repair process and can ultimately impact the client’s ability to meet network availability and time-to-repair commitments made to the customers.

Our client is based in London, England and they provide high-end optical fiber networking fully managed solutions to businesses requiring fast and reliable connectivity. Their services range from network & cloud connectivity, and hosting through to systems integration and fully managed environments.

You will have the opportunity to work on exciting and innovative projects and at the same time maintain a work-life balance lifestyle. If you are searching for something amazing that you can be an integral part of, this could be the perfect career move for you.

• Customer Trouble management:
  Accept customer phone calls/emails for circuit troubles, isolate fault location, and notify about repair progress as required. Inquire from diverse vendors and provide regular updates to the customer on circuit status.
• Equipment monitoring:
  Check live service status and able to retrieve historical events
• Workload Management:
  Ensure all appropriate /tickets are being captured. Actively monitor open issues till remediated. Responsible for alarm response and trouble ticket assignment, resolving open trouble tickets, pursuing resolution to closure on all open tickets
• Technical Escalation:
  Responsible for supporting and escalating to next level of technical support as necessary
• Proactive and Preventive Maintenance:
  Proactively seeking and identifying potential network problems/trends and addressing these issues before becoming service affecting events
• Professionally manage difficult and/or emotional customer situations
• Respond promptly to customer needs
• Solicit customer feedback to continually improve service
• Produce reports and documentation to highlight service incidents

• A minimum of 2-3 years’ experience being a Service Desk Analyst
• Bachelor’s Degree or relevant experience
• Willing to learn about fiber optic technologies
• Basic networking experience
• Demonstrable ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving techniques
• Drive, self-motivation, and ability to work under own initiative
• Experience of working accurately and confidently with service desk tools
• Experience in delivering a high level of customer service.
• Experience in handling customer escalation and high-priority support issues
• Demonstrates strong analytical skills
• Proven ability to work efficiently in a high-pressure environment
• Excellent written and verbal communication skills in English to effectively collaborate with foreign counterparts
• Prefers someone with experience doing a networking function, someone with broad understanding IP services.

• CCNA and ITIL Certifications
• Hub Spot and/or similar tools experience
• Salesforce experience
• Experience in any ticketing tools, monitoring tools and data centre