Service Desk Analyst

• 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
• Maintain accurate records of activity taken throughout the lifecycle of the request

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 accreditations (MCP / MCSE/ CCNA)
• Previous experience of working for a service provider or Telecommunications business
• Customer Service trained

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.

Through a culture of collaboration, learning and opportunity, Customer Service is a community of vibrant and dynamic service and technology experts, executing all facets of our operation with consistency, pride and efficiency.

We take a proactive, always-on approach to service and we will go further than any other by providing a unique end-to-end service experience that spans cloud, cybersecurity, networks and unified communications.

The result: We save our customer’s time and they get the high-performance service experience that is critical to their success.

The Service Desk forms part of the Customer Services department responsible for delivering technical support to UK business customers 24x7, 365 days a year.

Purpose

Service Desk Analysts are primarily responsible for 1st level customer support and triage of support tickets to the relevant support teams/functions 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 Incident Management.

Dimensions

• Provide telephone and ticketing based customer support
• Utilise Claranet’s knowledge base to provide 1st line support
• To provide customer request fulfilment for Claranet
• Escalate issues to teams as appropriate
• Effectively communicate between support teams and the customer