Gloucester
Customer Operations
Competitive

About The Role

At Claranet our community of support teams pride themselves on ensuring our Customers get the most out of our wide and varied service portfolio, while striving to achieve our mission, to help them to do amazing things. Through a culture of collaboration, learning and opportunity, we nurture a vibrant and dynamic community of service and technology experts, executing all facets of our operation with consistency, pride and efficiency.

The Service Analyst is a technical and relationship specialist, responsible for the management and resolution of service faults affecting Claranet’s network-based technologies (e.g. Broadband, FTTC, Ethernet, P2P etc). The role relies heavily on a technical understanding of the associated technologies, the wider solutions they underpin and developing strong working relationships with Claranet’s 3rd party partners/suppliers.

So, if you relish solving technically challenging problems and want to work with a team that can help you expand your skills and knowledge, Claranet, one of Europe’s leading managed IT services providers, could provide the right environment for you.

As a Service Desk Analyst, you will be involved with the management of Customer support cases from initial report through to resolution. You will be responsible for supporting the wider team with a variety of fault conditions and customer scenarios where the impact to our Customers business may be significant. Knowledge of the associated technologies with be key to success along with the development of good working relations and excellent communication with Claranet’s Customers, technology partners and other internal teams.

  • Deliver technical support to Customers, focusing on Network based technology
  • Provide support to Customers through multiple channels (phone, chat, portal, email)
  • Ensure that the highest levels of service are delivered to Claranet’s customers and uphold the company values
  • Assess the impact and urgency of tickets and gather the appropriate information for the type of request
  • Work with a variety of tools, troubleshooting methodologies and 3rd party partners/supplier to diagnose faults. determine correction action and implement fixes
  • Take responsibility 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
  • Work with and support other Claranet teams with the diagnosis of complex solution level faults to isolate faults
  • Escalate incidents/requests that cannot be resolved within agreed timescales
  • Develop and maintain strong working relationships with Claranet’s partners/suppliers
  • Manage partners/suppliers to ensure that faults are resolved within the correct time frames and be confident using escalation paths
  • Develop a good understanding and technical expertise across Claranet’s product catalogue
  • Support the Senior Analyst and Team Leader towards continued improvement of team process and customer experience
  • Keep customers informed of progress
  • Contribute to and search the knowledge base

About You

Essential

  • 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.

    In addition, the following are highly desirable:

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

About Us

Claranet combine pioneering technologies, practices, and expertise to propel our customers ambitions. Through a vibrant customer centric culture of collaboration, learning, and opportunity, we nurture a dynamic community of the best technology and service expertise spanning cloud, cybersecurity, networks, and unified communications. 

Founded in 1996, Claranet has evolved into a multi-disciplinary technology services provider with global reach. The company has annualised revenues of circa £350 million, over 6,500 customers, and more than 2,000 employees in nine countries. In the UK we have over 500 staff working in London, Gloucester, Warrington, Bristol, and Leeds, or as homeworkers.  

Claranet consistently appears in The Sunday Times Top Track 250 as one of the fastest growing privately-owned businesses in the UK. Our international success is driven by local service, out of local offices, using a mixture of local and international infrastructure, including hyperscaler clouds.

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