Service Desk Analyst

Claranet limited; Gloucester; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated Service Desk Analyst to join their dynamic team. In this role, you will be the first point of contact for customers, providing exceptional support and ensuring that service levels are met. Your ability to translate technical language into user-friendly information will be crucial as you assist customers with their inquiries and issues. This forward-thinking company values its employees, offering a comprehensive benefits package and a supportive work environment that fosters growth and community involvement. If you are customer-focused, motivated, and ready to make a difference, this opportunity is perfect for you.

Benefits

Matching contribution pension scheme

Healthcare

Insurance

Dental

Discounted gyms

App supported benefit access

Paid charity leave

Qualifications

• Experience in customer service and technical support roles.
• Strong understanding of IT terminology and ability to communicate effectively.

Responsibilities

• Deliver high levels of service to customers through phone and ticketing support.
• Manage ticket resolution and maintain accurate records of activities.
• Collaborate with teams to ensure quality feedback and service.

Skills

Excellent communication skills

Customer service skills

Analytical skills

Problem solving skills

Ability to work under pressure

Leadership skills

Education

ITIL v3-4 Foundation

Relevant technical accreditations (MCP / MCSE / CCNA)

Tools

IT Service Management

Job description

Full details of the job.

Vacancy Name: Service Desk Analyst (Partner Networks)

Req Number: VN161

Employment Type: Full-Time

Location: Gloucester Office

About Claranet
Founded at the beginning of the dot.com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries.

At Claranet, we’re experienced in implementing progressive technology solutions which help our customers solve their epic business challenges. We’re committed to understanding their problems, delivering answers quickly, and making a lasting impact to their business.

We are agile, focused and experienced in business modernisation. Our approach helps customers make genuine, significant shifts in their business strategy, to deliver financial savings, boost innovation, and create a resilient business. We continually invest in our people and the latest technologies, so our customers get peace of mind knowing that they have access to the best talent and services.

In the UK we have over 500 staff working in London, Gloucester, Warrington, Bristol, and Leeds, or as homeworkers.

Working For Claranet
Here at Claranet we pride ourselves on going the extra mile for and with our employees. 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.

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.

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

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