Service Desk Analyst

at  Claranet

Gloucester, England, United Kingdom -

Start DateExpiry DateSalaryPosted OnExperienceSkillsTelecommuteSponsor Visa
Immediate24 Dec, 2024Not Specified28 Sep, 20243 year(s) or aboveGood communication skillsNoNo
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Description:

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.

Responsibilities:

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.


REQUIREMENT SUMMARY

Min:3.0Max:4.0 year(s)

Outsourcing/Offshoring

IT - Hardware / Telecom / Technical Staff / Support

Customer Service

Graduate

Proficient

1

Gloucester, United Kingdom