Location
Gloucester
Department
Customer Operations
Advertising Salary
Competitive

About The Role

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

  • Knowledge of Broadband, Fibre, Ethernet and associated network technologies
  • Experience working in ISP, Managed Service, Telecoms or similar technical support role
  • Experience of working in a pressurised environment in terms of volume and intensity of activity
  • Excellent communication skills, both written and verbal
  • Proven record of accomplishment in providing customer support
  • Able to work autonomously, identifying and prioritising tasks; experienced enough to know when to seek input from others
  • Highly motivated, pragmatic and energetic team player, positive, determined and driven with a can-do attitude
  • Experience working in a team and the desire to join a fast paced and evolving organisation

Highly Desirable

  • Degree education
  • ITIL v3 Foundation and experience working in an ITIL environment
  • Associated technical accreditation

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 £400 million, over 6,500 customers, and more than 2,500 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.

We’re working on building an ever-improving company based on openness, diversity, collaboration, and empathy as our core values, a company that aims to be inclusive for the diverse group of people we get to work with, and where everyone supports each other and celebrates successes together. We want our people to feel engaged, comfortable, and healthy—and to know that they can belong here, no matter their story or background. If this resonates with you, then come and join us

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