Service Desk Analyst

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This company is a leading nationwide telecoms & connectivity MSP with offices in Bristol and Southampton.

As part of the Service Desk team, you'll be an invaluable first point of contact for their clients. The Service Desk is responsible for dealing with all inbound service incidents/requests from their client base, as well as proactively maintaining and enhancing the service they deliver to their clients. You will effectively manage/monitor their CRM (ConnectWise) and answer all incoming telephone calls, ensuring that all incidents are routed to the correct support team member in line with the skills matrix.

This is a service desk analyst role specialising in the following:

- Support of enterprise-grade telephone systems, comprising of both on-premise and hosted solutions

- Provisioning and support of network services (PSTN, ISDN, SIP, A/VDSL & Ethernet)

- Assisting the Head of Delivery with project implementation

- General support of their products and services

- Customer contact is largely via telephone and email, and involves liaison with third party suppliers (e.g. BT, Entanet). Excellent customer service is a vital part of this role.

Primary Responsibilities.

- First line customer support. Receiving incidents/service requests via telephone and email. Undertaking fault diagnosis to resolve service incidents and working with third party suppliers when necessary.

- To provision new data connection requests, liaise with third party suppliers and keep the customer regularly updated with progress.

- Involvement in project work including, but not exclusive to; MPLS configuration, provisioning of PSTN/ISDN/Ethernet circuits & PBX installations.

- To ensure all service tickets are resolved in line with contractual SLAs.

- Configuring customer PBX's and networking hardware including shipping to the customer.

- Support Head of Service with ad-hoc IT requests & projects.

Personal Specification - Technical.

Essential.

- Educated to A-level or equivalent

- Experience with Microsoft Office

- Experience in a Service Desk environment

- Great communication skills - verbal and written

- Well-organized and methodical, good team player