Enterprise Service Desk Analyst

Position: Enterprise Service Desk Analyst

Location: Brighton

Benefits: £23,000 – £25,000 + Benefits

My client are a long-standing telecommunications company that provide a range of services for their 25,000+ customers across a variety of industries. They are currently on the lookout for an enterprise service desk analyst in order to scale the IT team and to provide efficient and proactive post-installation support for customers.

Responsibilities

• Build and maintain solid customer relationships and improve services to maintain customer satisfaction and retention.
• Own the resolution of all reactive tickets passing through your personal queue in the enterprise support Incident management system.
• Implement and deliver all assigned proactive tasks as identified by the service delivery ops manager and in service descriptions.
• Consolidate technical support for field engineers when requested.
• Provide escalation to other lines of support, gathering information and demonstrating excellent troubleshooting expertise.
• Assist in the creation and delivery of local support processes.
• Complete out of hours support as part of the on-call rota.

Essential Skills

• Have worked in a senior position or have demonstrable knowledge in Technical Service Delivery (networking, security, and cloud).
• Have demonstrable skills across the Enterprise customer solutions (Cisco, Meraki, Fortinet, Microsoft, ZScaler and CloudFlare).
• Implement a continuous learning mentality and maintain up to date working knowledge of Enterprise portfolio.
• Attain and maintain appropriate certifications across the Enterprise portfolio.
• Be independently motivated and a solid team player.
• Excellent communication skills orally and in writing, and ability to present complex information to both technical and non-technical audience (internal and external).
• Be punctual and responsible with excellent time management.
• Certification or demonstrable experience working within ITIL methodologies.
• Be resilient and highly results oriented.
• Show ability to work in a fast-paced deployment and operational services environment.
• Work collaboratively to achieve results within agreed timeframes.
• Demonstrate experience in managing third party suppliers within budget and agreed SLAs.
• Be able to work flexibly when needed onsite with clients, home or from the office.