Service Desk Analyst

About The Role

Essential Duties and Responsibilities:

• Ensure that the highest levels of service are delivered to Claranet’s customers
• Providing telephone and ticketing based customer support
• Assess the impact and urgency of tickets and gather the appropriate information for the type of request
• Responsible for the resolution of all customer issues raised, ensuring that customers are updated within agreed SLA’s and that all issues are resolved quickly and efficiently
• Maintain accurate records of activity taken throughout the lifecycle of a ticket
• Management of escalation through other teams ensuring high quality of feedback and service to customers at all times
• Liaising with third party suppliers to ensure that faults are resolved within the correct time frames according to the product service level agreements in place
• Working closely with Service Management team to maintain excellent service
• Develop a good understanding and technical expertise across Claranet’s entire product catalogue
• Resource for project work
• Support the Team Manager towards continued improvement of team process and customer experience
• Answer inbound telephone calls
• Validate contact and ensure security process is adhered to
• Log all relevant request details, allocating category and prioritisation
• Provide first-line investigation and diagnosis, resolving at first contact whenever possible
• Follow security protocol
• Escalate incidents/requests that cannot be resolved within agreed timescales
• Keep customers informed of progress
• Contribute and search the knowledge base

About You

Behavioural competencies - Organisational and behavioural fit

• Excellent communication skills (written and verbal)
• Excellent customer service skills
• Ability to translate technical language into user friendly information
• Good understanding and awareness of IT terminology
• Customer focused
• Leadership skills
• Decision maker, able to act decisively under pressure
• Highly motivated, pragmatic and energetic team player, positive, determined and driven with a can-do attitude
• Ability to work in a highly pressurised environment in terms of volume and intensity of activity.

Critical competencies - Technical fit

• Previous ISP, Managed Service or Telecoms experience Relevant industry qualifications
• Proven analytical and problem solving skills
• Good understanding of IT Service Management
• ITIL v3-4 Foundation and experience working in an ITIL environment
• Relevant industry qualifications
• Holds some relevant technical accreditations (MCP / MCSE/ CCNA)
• Previous experience of working for a service provider or Telecommunications business
• Customer Service trained

About Us

Working For Claranet

Here at Claranet we pride ourselves on going the extra mile for and with our employees (yes, we really mean it). We offer an extensive benefits package that you can tailor to your needs, inclusive of a matching contribution pension scheme, healthcare, insurance, dental, discounted gyms and app supported benefit access.

But what we think makes us different is 'Team Claranet,’ our dedicated internal part of the business that supports you with matters close to your heart. We proudly support local charities in each of our office locations, support employees with paid charity leave, organise key charity fundraising event per year and have a dedicated committee responsible for supporting employee’s fundraising efforts.

Claranet are one of the 10 founding members of TC4RE (Technology Community for Racial Equality.) Being a part of a group of leading UK technology organisations, we are dedicated to building a more diverse and inclusive workforce. We are also very proud members of Tech Talent Charter, a government supported, industry-led membership group created to address the UK’s tech talent shortage and diversity gap through collective action.

Our Vision

Our vision is to become the most trusted technology solutions partner; renowned for being the best and brightest, having lasting impact with our customers and delivering exceptional returns to our stakeholders.

Position Summary

The Service Desk Analyst is primarily responsible for customer support and triage of tickets to the relevant resolver groups across the business. Analysts act as a central point of contact between the customer and Claranet, handling service requests, incidents, problems, escalations, and providing an interface for other functions such as Change Management and Technical Operations.

Role Mission

Claranet’s strategy is to build long-term, trusted relationships with its customers by delivering market-leading, integrated managed services. We are seeking an Analyst to help support our customers by ensuring that they receive timely and effective support for their service needs; helping to improve customer satisfaction, productivity, and overall business performance.

Objectives and Key Results

The Service Desk Analyst is part of the Service Desk Team. The key objectives will be to:

• manage incidents by receiving, logging, categorizing, prioritizing, and resolving them in a timely and efficient manner, minimizing the impact on the Customer’s business.
• manage service requests, providing an easy and efficient way for users to request services and providing status updates and follow-up as needed.
• maintain a knowledge base to capture and share information about incidents, problems, and solutions, improving efficiency and reducing the time required to resolve incidents.
• monitor and manage service level agreements (SLAs) to ensure that services are delivered to agreed-upon standards.
• Obtain customer feedback and produce a high net promotor score
• Manage and keep to a minimum the ticket backlog