Service Desk Analyst

Service Desk Analyst

Inverness

Brief

Service Desk Analyst needed for a telecommunications solution's organisation based in Inverness who are looking to employ an experienced and well-rounded Service Desk Analyst that takes pride in their work. The purpose of this role is to manage and resolve customer fault reports and technical support requests through to point of resolution and within certain SLAs, for our business customers. This includes our broadband, FTTC, Ethernet, hosted voice, SIP, ISDN and Analogue products.

The successful candidate would desirably have a relevant degree or sufficient professional experience and have a keen interest in telecommunications. If you have previous experience in the telecoms industry, that would be a plus!

Salary: £20,000 - £22,000 per annum

What the role entails:

Some of the main duties of the Service Desk Analyst will include:

• Respond to incoming fault and technical support calls and emails for our voice and data products.
• Log faults and technical support related enquiries for our voice and data products on our CRM system, and raising with the appropriate Supplier where necessary.
• Maintain regular contact with our customers and/or Partners during ongoing case management.
• Troubleshoot and investigate cases, which includes on-site visits if required.
• Test faulty returned equipment and arranging replacements.
• Monitor our Managed Router services to detect and investigate any early indications of potential problems and taking any appropriate action to resolve.
• Work closely with our internal Network Operations Team to resolve data issues.
• Build RADIUS details on our RADIUS server for our broadband customers.
• Keep our Billing Team updated with any billing requirements.
• Configure Zyxel/Cisco/Draytek routers for our broadband and Ethernet products.

What experience you need to be the successful Service Desk Analyst:

• Previous experience in a service desk environment
• Knowledge and experience configuring routers
  Experience working on WANs/LANs
• Excellent communication skills, both verbal and written
• Strong problem-solving skills
• Driving license as occasional on-site visits may be required
• Strong numeracy skills
• A passion for delivering high levels of customer service
• Adaptable to change and comfortable working in a fast-paced environment
• An interest in technology, and keen to learn
• Willingness to take ownership

This really is a fantastic opportunity for a Service Desk Analyst to progress their career. If you are interested, please apply as soon as possible as this position will be filled quickly so don't miss out!

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.