Service Desk Analyst

Datapol Consultants Limited ,
Telford, Shropshire
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Overview

Service Desk Analyst (2nd & 3rd Line) - £26k - £35k base Bonus Responsibilities: Provide an elevated level of customer troubleshooting under incident management, problem management and service request fulfilment across the portfolio to achieve incident resolution within set SLAs Handle functional customer escalation requests, liaising with internal departments Support colleagues within the Technical Service Centre with any technical escalation requests Identify any skill gaps within the team and partners, supporting training requirements with workshops and validation of knowledge Understand and work as part of the major incident process Experience/skills required: 12 months experience working on a service desk or similar customer facing role Experienced in troubleshooting Internet Services including DSL, Ethernet, Firewalls and VoIP. Telecoms background (desirable) Cisco hardware knowledge Networking principles - IPv4 and routing DSL and Ethernet diagnostics and fault management Strong written and verbal (telephone) communication skills The ability to work under pressure The ability to take in and retain information quickly and accurately A highly organised and self-motivated work ethic, with the ability to work to deadlines Confidence to tailor information to a variety of audiences An assertive, calm and professional demeanour when under pressure If you meet with the above criteria apply now for a immediate interview "support", "service desk", "helpdesk", "1st line", "2nd line", "3rd line", "cisco", "wan", "adsl", "ethernet", "firewall", "voip" This job was originally posted as www.totaljobs.com/job/89763576

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