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M247 Limited
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Manchester, Greater Manchester
Service Desk Analyst
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Salary: £23k (dependent on experience) plus 10% shift allowance |
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Overview
Service Desk Analyst Hulme / Manchester M15 5RL £23k (dependent on experience) plus 10% shift allowance As a Service Desk Analyst at M247 you will look to deliver an exceptional experience to M247 Hosting and Cloud customer base through a proactive support structure. You will provide support for incident resolution and request fulfillment that is customer focused in the delivery of service excellence and continual service improvement. You will support the team in line with individual and team objectives and goals. You will adopt a customer centric approach and be accountable for delivering value to the customer and the customer relationship. Responsibilities: Logging new incidents and service requests received by email, telephone, customer portal or monitoring. Responding to monitoring alerts to identify and take appropriate action to avoid service impact Understanding and utilising support technologies Maintaining all relevant service management system tickets, inventory and other data Escalating incidents or service requests when necessary to the appropriate internal or external skill group, ensuring effective handover of diagnostics carried out to date and results Ensuring incidents, service requests and maintenance tasks are managed within Client service levels Building and maintaining relationships with colleagues, Client contacts and internal stakeholders e.g. service and project management teams, 2nd and 3rd line technical support teams Platforms/Products Supporting Managing platforms (Apache/IIS Web Servers, shared or managed hosting) Hosting control panels such as Plesk and cPanel Email & Exchange platforms Linux servers, including Ubuntu and Red Hat based servers in a LAMP environment, as well as MySQL, FTP, SMTP/POP3 servers and DNS. Virtualization technologies, such as VMware, Xen and Hyper V Domain and DNS Microsoft Azure & O365 Private & Public Cloud IaaS, DRaaS & BUaaS About you Current experience working in a technical service desk role Excellent communication skills, both written and verbal Aspirations to excel and progress within the business A commitment to continuous self-improvement, a good communicator that works well with others, striving to provide the best possible service and act as a trusted adviser to our customers. Working Hours This role is part of a 24/7 service desk & will cover 24/7 contract & rota to work night shifts every 3 weeks on a 4 on 4 off basis This job was originally posted as www.cwjobs.co.uk/job/89755792