Service Desk Analyst; Shifts

About VIRTUS

VIRTUS Data Centres is the UK’s fastest-growing data centre provider. We own, design, build, and operate some of the most energy-efficient, flexible, and secure data centres in Europe.

In 2023, we announced our expansion into continental Europe, starting with Berlin and Milan, with plans to grow further across the region.

At VIRTUS, we aim to be a positive force in the fourth industrial revolution—delivering innovative solutions while staying firmly rooted in our core values:
Clarity & Quality, Accountability, Customer Commitment, Purposeful Innovation, and Capability & Growth.

Working as part of the VIRTUS Service Management Centre (SMC), we are seeking someone with good Customer Service and Administration skills to undertake the role of Service Desk Analyst. You will be the first point of contact for all customer phone calls, email queries and service requests. You will also play a key role in issuing customer communications to support the VIRTUS Incident and Change Management processes.

This is a shift role, operating in 12-hour shifts either 7am-7pm or 7pm-7am including some weekends and bank holidays.

• Answering internal and external phone calls
• Responding to customer emails and Service Requests
• Tracking, and routing requests, orders and incidents to the correct resource escalating where appropriate
• Issuing customer communications in support of the VIRTUS Incident and Change Management processes
• Monitoring ticket queues and ensuring all requests are dealt with professionally and effectively
• Maintaining a database of customer information
• Producing customer facing service reports
• Any other reasonable requests made by your line manager

• GCSE English and Maths

Essentials:

• Competent in the use of Microsoft office applications
• Excellent communication skills verbal and written
• Customer focused with previous experience in a customer service role
• Ability to work towards tight SLAs
• Ability to work independently

Desirable:

• Previous experience with ticket management system (preferably Service Now)
• Working in a time critical environment

In line with VIRTUS’ Vetting Policy, the successful applicant must be willing to undergo a BS7858 screening process.

VIRTUS is an equal opportunity employer. As part of our commitment to fight for equality, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment.