Service Desk Analyst

at  Claranet

POSITION SUMMARY

The Service Desk Analyst is primarily responsible for customer support and triage of tickets to the relevant resolver groups 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 Technical Operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• 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

ROLE MISSION

Claranet’s strategy is to build long-term, trusted relationships with its customers by delivering market-leading, integrated managed services. We are seeking an Analyst to help support our customers by ensuring that they receive timely and effective support for their service needs; helping to improve customer satisfaction, productivity, and overall business performance.