SERVICE DESK ANALYST - #35208

As a Service Desk Analyst, you will also support other team members in training, reviewing technical bulletins and collaboration. You will perform a critical function within the network repair process and can ultimately impact the client’s ability to meet network availability and time-to-repair commitments made to the customers. Company Profile: Our client is based in London, England and they provide high-end optical fiber networking fully managed solutions to businesses requiring fast and reliable connectivity. Their services range from network & cloud connectivity, and hosting through to systems integration and fully managed environments. You will have the opportunity to work on exciting and innovative projects and at the same time maintain a work-life balance lifestyle. If you are searching for something amazing that you can be an integral part of, this could be the perfect career move for you. Duties and Responsibilities: • Customer Trouble management: Accept customer phone calls/emails for circuit troubles, isolate fault location, and notify about repair progress as required. Inquire from diverse vendors and provide regular updates to the customer on circuit status. • Equipment monitoring: Check live service status and able to retrieve historical events • Workload Management: Ensure all appropriate /tickets are being captured. Actively monitor open issues till remediated. Responsible for alarm response and trouble ticket assignment, resolving open trouble tickets, pursuing resolution to closure on all open tickets • Technical Escalation: Responsible for supporting and escalating to next level of technical support as necessary • Proactive and Preventive Maintenance: Proactively seeking and identifying potential network problems/trends and addressing these issues before becoming service affecting events • Professionally manage difficult and/or emotional customer situations • Respond promptly to customer needs • Solicit customer feedback to continually improve service • Produce reports and documentation to highlight service incidents • A minimum of 2-3 years’ experience being a Service Desk Analyst • Bachelor’s Degree or relevant experience • Willing to learn about fiber optic technologies • Basic networking experience • Demonstrable ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving techniques • Drive, self-motivation, and ability to work under own initiative • Experience of working accurately and confidently with service desk tools • Experience in delivering a high level of customer service. • Experience in handling customer escalation and high-priority support issues • Demonstrates strong analytical skills • Proven ability to work efficiently in a high-pressure environment • Excellent written and verbal communication skills in English to effectively collaborate with foreign counterparts • Prefers someone with experience doing a networking function, someone with broad understanding IP services. Advantageous skills or nice-to-haves: • CCNA and ITIL Certifications • HubSpot and/or similar tools experience • Salesforce experience • Experience in any ticketing tools, monitoring tools and data centre