24/7 Support Analyst

at  Chorus

PERSONAL SPECIFICATION

Required:

• Previous experience of providing IT support at 1st and 2nd line level
• Exemplary customer service and problem solving skills
• Strong written and verbal communication skills
• Experience of administering and supporting the latest Microsoft technologies
• Understanding of network infrastructure
• Strong troubleshooting skills with Microsoft Office issues
• The ability to build, configure, administer and support all current versions of Windows desktop operating systems
• Experience of monitoring and event management processes and approaches
• A passion for technology with a strong desire to develop your skillsets
• Experience of managing a ticket queue, ensuring SLAs are met in all instances
• Great attention to detail
• Team player with good interpersonal and communication skills
• Positive attitude with a can do approach
• Ability to remain calm in a pressured environment
• Reliable, good work ethic and willingness to learn

Desired:

• Experience in a similar service desk environment, ideally for a managed service or 3 support services provider
• Experience of training/coaching and mentoring
• Knowledge of server operating systems, Active Directory, Group Policy and network architecture (DNS, DHCP, TCP/IP) with an active interest in other networking services
• Knowledge or MS Azure services and offerings

As a Service Desk Analyst, you will be a primary/secondary point of contact for Chorus diverse customer base outside of core business hours. Working on a shift rotation covering 24 hours a day, 365 days a year, you will provide an exemplary customer experience; working to resolve customer incidents and service requests quickly and efficiently whilst escalating those which are too complex or require specialist skill sets, to on-call 3rd line resource.
In addition to providing a combination of 1st and 2nd level support to our customers, you will proactively monitor customer environments, assessing and taking any necessary remedial activities in relation to system generated alerts and notifications.
You will have exposure to a wide range of technologies, have the opportunity to further develop your skills and work with fellow enthusiastic IT professionals in a positive culture and working environment. You will be expected to manage your own workload and queues, ensuring that tickets are resolved in appropriate time frames and that customers are kept informed throughout.

Key Responsibilities

• Engage with customers via multiple channels (including phone, email, chat and service portal), providing efficient and effective customer service to our customers end users and other key stakeholders
• Act as the first point of contact for technical service requests and incidents
• Create, prioritise and assign tickets within the company IT Service Management platform, and maintain accurate records across a service ticket lifecycle
• Prioritisation and active management of all allocated tickets, ensuring resolution within agreed customer SLAs and associated targets
• Provide exemplary service to the customer ensuring high personal and organisational customer satisfaction scores are maintained
• Provide 1st and 2nd line diagnosis and resolution or fulfilment of incidents and requests, achieving a first contact resolution rate of at least 70% and a first time fix rate of at least 95%
• Accurately determining tickets that require escalation, and providing all necessary handover notes in accordance with standard operating procedures
• Identify potential problems in accordance with the company Problem Management processes
• Develop a good understanding of our client base whilst building and maintaining good client relationships
• Ensure knowledge articles and customer documentation is up to date at all times
• As a member of an ISO Compliant organisation there is a requirement to follow Chorus company policies, procedures, and guidelines for both Quality Management and Information Security Management Systems in place. As a Chorus employee you will have access to various company and client assets and will be required to maintain the level of security as identified by each asset.
• Comply with all relevant legislative and legal requirements, including industry regulations, employment law, Data Protection and Health and Safety.
• Demonstrate behaviours that promote our values.
• Undertake any other duties as reasonably requested.