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:
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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.
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Equipment monitoring: Check live service status and able to retrieve historical events
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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
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Technical Escalation: Responsible for supporting and escalating to next level of technical support as necessary
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Proactive and Preventive Maintenance: Proactively seeking and identifying potential network problems/trends and addressing these issues before becoming service affecting events