Service Desk Analyst

£12000 - £17000 per annum
12 Feb 2017
12 Mar 2017
Recruitment Genius Ltd
Contract Type
Full Time
This Business Telephony Systems and UK Telecommunications Service Provider are currently undergoing vast expansion, and has grown its client base significantly within the UK, Europe and the USA and are now looking to become the best Technology provider of Voip/Voice based systems, particularly within the Nortel/ Avaya arena. This is a chance to progress your career within a fast paced, technically challenging environment and benefit from a progressive development structure.

The Role

The jobholder will ideally be multilingual and will be involved in the day to day running of their Telecom Support Desk. This is a 124x7 operation, housed in Head Office in Knutsford, Cheshire. The primary responsibility of the Service Desk Analyst is to deliver service excellence by acting as central point of contact for customers and to manage incidents and requests in accordance with the clients Service Level Agreement providing an interface for other activities such as change, problem and service level management. You will be part of a small, skilled team of analyst and form part of their support desk, supported by a team of telecom engineers

It is essential you have the ability to learn new products and services, possess excellent customer service skills and can multi-task. The ideal candidate will have at least 1 years proven service desk experience, delivering first point of contact, and first line resolutions.

Role & Responsibilities:

- Responding to technical support calls for the Customers' network and voice environment
- Support and update customers on fault progress and planned actions
- Providing technical 1st and 2nd line assistance
- The production and maintenance of customer site documentation
- Managing 3rd party support calls to resolution
- Ensure changes and work requests are completed within SLA
- Scope and complete customer add, move and change requirements
- Working with line management and sales management team on projects
- Escalate and manage support calls to vendors and 3rd party support organisations.

The Person:

Fundamental to this role:

- Multilingual
- Experience of working on busy service desk
- Possess a strong understanding of network infrastructure, routers, switches, servers and computer hardware in general.
- You will have previous experience of supporting a voice and switching infrastructure, the day to day activities involve managing voice and switched networks including user and device management along with basic to complex fault finding skills.
- Excellent knowledge of a wide range of networking hardware (e.g Cisco, Avaya).
- Voice network management and support experience
- Demonstrated knowledge of telephony systems, applications and networks

Keywords: Service Desk, Hardware, Voice, Switching, Cisco, Avaya, Network, Telephony

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