Service Desk Analyst

at  Xiatech

ABOUT US

Here at Xiatech, we believe that a great work-life balance leads to a contented and productive team. We enable all our teams to work remotely in order that they enjoy the flexibility and freedom to work at a time and place convenient to their lifestyle. Of course, when it comes to the serious stuff of doing business, everyone at Xiatech makes themselves available and delivers to a high standard.
Using the latest in Open Source, Microservices, Big Data and Cloud technologies, Xiatech has developed Xfuze, an innovative Hyper-Integration Platform.
Xfuze (Hyper-Integration Platform - Xiatech) provides organisations with three core capabilities in a single platform:
1. Real-time system integration
2. Real-time, single view of data
3. Real-time, actionable insights, including predictive analytics

YOUR KNOWLEDGE & EXPERIENCE

• Experience in a 2nd Line Support or Service Desk Analyst role.
• Knowledge of AWS, AWS Cloud Watch, AZURE, Google Cloud would be an advantage.
• Basic understanding of JSON.
• Google Cloud shares and permissions.
• An understanding of “software as a service” support.
• Cloud Networking troubleshooting including Firewalls, DNS, DHCP & TCP/IP, VPN.
• A strong knowledge of technical environments and have proficient problem-solving skills.
• Good customer service skills and confidence on the phone.
• Good understanding of IT fundamentals.
• Self-motivated with a willingness to learn and adapt to changes or new situations.
• Very good verbal and written communication skills

THE ROLE

We’re looking for an experienced and enthusiastic individual to work as part of the IT Support Team. The post holder will support Xiatech across Desktop and Infrastructure supporting, and assisting the evolution of the existing platforms.
The role requires the individual to have the willingness to want to aid in supporting all aspects of the IT service by assisting other teams where required from the helpdesk support, through to desk rollouts and implementation. The ideal candidate would have a very high level of customer service experience and ideally, past experience working in a helpdesk environment.
This is a fantastic opportunity for a driven individual looking for a role which will have a genuine impact from day one in a rapidly expanding organisation.

KEY RESPONSIBILITIES

• Proactively monitor the Service Desk for incidents raised by customers (external and internal) via email, portal, or phone, and for events created by the proactive monitoring system used by Xiatech.
• Ensure all incidents and events are accurately logged, defined, and regularly updated in line with customer SLAs.
• Liaise with customers and internal teams to maintain ticket accuracy.
• Resolve incoming service requests in line with SLAs.
• Perform initial triage and assessment of incoming events and incidents for customers.
• Investigate and quantify incidents and events, identifying error logs as needed.
• Act as a point of contact for information between customers and third-line support. Ensure calls are progressed and escalate as needed to resolve within SLAs.
• Review and validate incoming SNS alerts, log inaccuracies to development, and follow up to ensure code updates.
• Investigate problems from incidents, identify root causes, and work with third-line support to implement resolutions in line with SLAs.
• Serve as the interface between third-line and first-line support to keep customers updated per SLAs.
• Report regularly to the Service and Operations Manager and Service Desk Team Leader on ongoing priority 1 or major incidents, and any ongoing issues for timely resolution.
• Perform daily checks on platform status.
• Contribute to the creation and maintenance of the Knowledge Base.
• Participate in the Service Desk on-call rota
• Participate in the Service Desk shift rota to ensure core hours are covered