Service Desk Analysts

Mll Telecom Ltd.
08 Mar 2018
17 Mar 2018
Contract Type
Full Time

Service Desk Analysts

Permanent (Early and Late start between 08:30 - 18:00)


Up to £28,000pa plus benefits

Key skills – Service Desk / IT systems / Engineering / ITIL / Network / NOC

MLL Telecom is an exciting and growing SME business based in Marlow. We provide fixed, wireless and converged network solutions into the Public Sector and the Mobile Network Operators. Due to internal promotions, we are looking for 2 Services Desk Analysts to join our NOC. We believe that this would be a fabulous opportunity for a flexible, hands on and highly organised individual to join our team.

If you have an aptitude for learning technologies or a keen interest in telecoms, then this would be a fantastic opportunity for you to develop your career too:

The main duties of the role will involve:

  • Deliver outstanding customer service standards by answering all queries promptly, remaining approachable, courteous and professional at all times
  • Logging and updating all service requests, incidents and enquiries on MLL’s ticketing system “Cherwell”.
  • Proactively manage customer’s expectations through to resolution or by regular updates on progress of their outstanding incidents and service requests
  • Ensure Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met
  • Build excellent working relationships with customers and other teams within MLL, including the Resolve and close cases to customer satisfaction or escalate to the Network Operations Centre or On-site Teams Network Operations Centre and On-site Teams
  • Provide regular reporting showing the efficiency and effectiveness of the Service Desk Team
  • This role involves working either an early or late start, in order to cover the core hours of 08:30 to 18:00.

To apply for the role, you will require the following skillsBackground in Service Desk, Customer Service and/or Service Management environment

  • Demonstrable drive and commitment to achieve the resolution of IT issues
  • Background in Service Desk, Customer Service and/or Service Management environment
  • Excellent interpersonal and customer service skills, both written and verbal
  • Experience of working to defined processes and call handling
  • A reasonable understanding of IT systems and networks
  • The ability to communicate with all levels of the organisation
  • Able to act upon own initiative
  • Ability to work well under pressure
  • Very good organisational skills and attention to detail

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