Service Desk Analyst
SKILLS
FULL DESCRIPTION
Service Desk Analyst
Working as part of the [Employer hidden — sign up to reveal] Service Management Centre (SMC), we are seeking someone with good Customer Service and Administration skills to undertake the role of Service Desk Analyst. You will be the first point of contact for all customer phone calls, email queries and service requests. You will also play a key role in issuing customer communications to support the [Employer hidden — sign up to reveal] Incident and Change Management processes. This is a shift position working 12-hour shifts between 7am-7pm and 7pm-7am on a rota basis to include weekends and bank holidays.
About [Employer hidden — sign up to reveal]
[Employer hidden — sign up to reveal] is the UK’s fastest-growing data centre provider. We own, design, build, and operate some of the most energy-efficient, flexible, and secure data centres in Europe. In 2023, we announced our expansion into continental Europe, starting with Berlin and Milan, with plans to grow further across the region. At [Employer hidden — sign up to reveal], we aim to be a positive force in the fourth industrial revolution—delivering innovative solutions while staying firmly rooted in our core values: Clarity & Quality, Accountability, Customer Commitment, Purposeful Innovation, and Capability & Growth.
Duties and Responsibilities
- Answering internal and external phone calls
- Responding to customer emails and Service Requests
- Tracking, and routing requests, orders and incidents to the correct resource escalating where appropriate.
- Issuing customer communications in support of the [Employer hidden — sign up to reveal] Incident and Change Management processes
- Monitoring ticket queues and ensuring all requests are dealt with professionally and effectively.
- Maintaining a database of customer information
- Producing customer facing service reports.
- Any other reasonable requests made by your line manager.
Qualifications
- GCSE English and Maths
Person Specification
Essentials
- Competent in the use of Microsoft office applications
- Excellent communication skills verbal and written
- Customer focused with previous experience in a customer service role
- Ability to work towards tight SLAs
- Ability to work independently
Desirable
- Previous experience with ticket management system (preferably ServiceNow)
- Working in a time critical environment
Working hours: 12-hour shifts between 7am-7pm and 7pm-7am on a rota basis to include weekends and bank holidays. In line with [Employer hidden — sign up to reveal]’ Vetting Policy, the successful applicant must be willing to undergo a BS7858 screening process. [Employer hidden — sign up to reveal] is an equal opportunity employer. As part of our commitment to fight for equality, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment. We reserve the right to close this post for applications should sufficient applications be received.
Search Firm Representatives
[Employer hidden — sign up to reveal] does not accept unsolicited support from search firms for employment openings. CVs/resumes submitted by search firms to any [Employer hidden — sign up to reveal] employee without an active, written search agreement for a specified role will become the property of [Employer hidden — sign up to reveal]. No fees will be paid for candidates hired from agency submissions made without such an agreement. Existing agency partnerships must adhere to position-specific terms outlined in their agreements. Please refrain from calling or emailing regarding this matter.