Service Desk Analyst (NOC) - #35208

As a Service Desk Analyst, you will also support other team members in training, reviewing technical bulletins and collaboration. You will perform a critical function within the network repair process and can ultimately impact the client’s ability to meet network availability and time-to-repair commitments made to the customers. Company Profile: Our client is based in London, England and they provide high-end optical fiber networking fully managed solutions to businesses requiring fast and reliable connectivity. Their services range from network & cloud connectivity, and hosting through to systems integration and fully managed environments. You will have the opportunity to work on exciting and innovative projects and at the same time maintain a work-life balance lifestyle. If you are searching for something amazing that you can be an integral part of, this could be the perfect career move for you. Duties and Responsibilities: - Customer Trouble management: Accept customer phone calls/emails for circuit troubles, isolate fault location, and notify about repair progress as required. Inquire from diverse vendors and provide regular updates to the customer on circuit status. - Equipment monitoring: Check live service status and able to retrieve historical events - Workload Management: Ensure all appropriate /tickets are being captured. Actively monitor open issues till remediated. Responsible for alarm response and trouble ticket assignment, resolving open trouble tickets, pursuing resolution to closure on all open tickets - Technical Escalation: Responsible for supporting and escalating to next level of technical support as necessary - Proactive and Preventive Maintenance: Proactively seeking and identifying potential network problems/trends and addressing these issues before becoming service affecting events - Professionally manage difficult and/or emotional customer situations - Respond promptly to customer needs - Solicit customer feedback to continually improve service - Produce reports and documentation to highlight service incidents Requirements - A minimum of 2-3 years’ experience being a Service Desk Analyst - Bachelor’s Degree or relevant experience - Willing to learn about fiber optic technologies - Basic networking experience - Demonstrable ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving techniques - Drive, self-motivation, and ability to work under own initiative - Experience of working accurately and confidently with service desk tools - Experience in delivering a high level of customer service. - Experience in handling customer escalation and high-priority support issues - Demonstrates strong analytical skills - Proven ability to work efficiently in a high-pressure environment - Excellent written and verbal communication skills in English to effectively collaborate with foreign counterparts - Prefers someone with experience doing a networking function, someone with broad understanding IP services. Advantageous skills or nice-to-haves: - CCNA and ITIL Certifications - HubSpot and/or similar tools experience - Salesforce experience - Experience in any ticketing tools, monitoring tools and data centre