Service Desk Analyst

Full Time Gloucester Gloucestershire IT Job Pro UK

About The Role
Through a culture of collaboration, learning and opportunity, Customer Service is a community of vibrant and dynamic service and technology experts, executing all facets of our operation with consistency, pride and efficiency. We take a proactive, always-on approach to service and we will go further than any other by providing a unique end-to-end service experience that spans cloud, cyber security, networks and unified communications. The result: We save our customer’s time and they get the high-performance service experience that is critical to their success. The Service Desk forms part of the Customer Services department responsible for delivering technical support to UK business customers 24×7, 365 days a year.

Service Desk Analysts are primarily responsible for 1st level customer support and triage of support tickets to the relevant support teams/functions 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 Incident Management.


Provide telephone and ticketing based customer support
Utilise Claranet’s knowledge base to provide 1st line support
To provide customer request fulfilment for Claranet
Escalate issues to teams as appropriate
Effectively communicate between support teams and the customerEssential duties & 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
Maintain accurate records of activity taken throughout the lifecycle of the requestAbout The Candidate

Excellent communication skills (written and verbal)
Excellent customer service skills
Ability to translate technical language into user friendly information
Good understanding and awareness of IT terminology
Customer focused
Leadership skills
Decision maker, able to act decisively under pressure
Highly motivated, pragmatic and energetic team player, positive, determined and driven with a can-do attitude
Ability to work in a highly pressurised environment in terms of volume and intensity of activity.In addition, the following are highly desirable:

Previous ISP, Managed Service or Telecoms experience Relevant industry qualifications
Proven analytical and problem solving skills
Good understanding of IT Service Management
ITIL v3 Foundation and experience working in an ITIL environment
Relevant industry qualifications
Holds some relevant technical accreditation's (MCP / MCSE/ CCNA)
Previous experience of working for a service provider or Telecommunications business
Customer Service trainedAbout The Company
Claranet combine pioneering technologies, practices, and expertise to propel our customers ambitions. Through a vibrant customer centric culture of collaboration, learning, and opportunity, we nurture a dynamic community of the best technology and service expertise spanning cloud, cybersecurity, networks, and unified communications. 

Founded in 1996, Claranet has evolved into a multi-disciplinary technology services provider with global reach. The company has annualised revenues of circa £400 million, over 6,500 customers, and more than 2,500 employees in nine countries. In the UK we have over 500 staff working in London, Gloucester, Warrington, Bristol, and Leeds, or as homeworkers.  

Claranet consistently appears in The Sunday Times Top Track 250 as one of the fastest growing privately-owned businesses in the UK. Our international success is driven by local service, out of local offices, using a mixture of local and international infrastructure, including hyperscaler clouds.

We’re working on building an ever-improving company based on openness, diversity, collaboration, and empathy as our core values, a company that aims to be inclusive for the diverse group of people we get to work with, and where everyone supports each other and celebrates successes together. We want our people to feel engaged, comfortable, and healthy—and to know that they can belong here, no matter their story or background. If this resonates with you, then come and join us

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