Enterprise Service Desk Analyst


Rodney Williams

Salary from




East Sussex



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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.


  • 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.

If you wish to apply for this position, please email us at apply@som-3.com