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Service Desk Analyst

Location Solihull, United Kingdom
Posted 14-February-2020
Description

Convergence Group has an exciting opportunitybased in Solihull, on a full time, permanent basis. In return you will receive a competitive salary with excellent additional benefits.

The business: young, dynamic and shattering expectations. The challenge: to play your part in a dedicated Service Desk team. Its the first step on the pathway to success, with technical training, skills development and the chance to gain recognised qualifications. Want proof of your potential to progress? Promotion to 1st Line Engineer takes 9 to 12 months on average.

At Convergence, success is hardwired. Its part of the fabric of our business. Its who we all are.

Since 2004, weve been designing scalable, cost effective, flexible, integrated network access solutions nationally and internationally. Put simply, we deliver the vital end-to-end infrastructure that connects businesses and organisations with each other.

As a Service Desk Analyst, youll be a single point for customer reporting network faults. By planning, organising and prioritising the work required, youll give customers an experience thats unquestionably world-class. Youll be based in our 24/7 Network Operations Centre (NOC), where youll log and manage incidents. It means analysing problems, assessing their impact and deciding what support is required. Youll then assign the incident to the relevant team and inform the customer. As the issue is resolved, youll keep the customer up to speed.

Because youre as keen as we are to improve the way we work, youll also be adding to our knowledge base with useful articles. Each one will help us to get it right first time as often as possible. So, youll be a force for improvement, helping the team achieve new heights.

Ideally, youve worked in Telecoms in a busy customer service centre. And youll definitely have an IT qualification (e.g. CCENT) or be studying towards this. But whats really important is keeping a cool head even when the pressures on. Its all about staying focused and getting the job done.

To make the impact were looking for, youll also bring enthusiasm, commitment, energy and self-motivation to the job, and youll have great communication and relationship building skills, plenty of honesty, the resilience to keep pace, and the confidence to challenge the status quo.

Share our passion for great people, excellent service and forward thinking innovation, and youll discover a vibrant and energetic workplace where you can build a future that looks as exciting as ours.

TCs:

Working hours are Monday to Friday 9am5.30pm (with 1 hour for lunch)

37.5 hours per week

Permanent

Place of Work: Solihull Office

Benefits:

Competitive Salary

Substantial Bi-Annual Bonus Scheme

Private Medical Insurance(includes medical, mental health, optical dental)

Income Protection

Life Assurance

Holidays with option to buy or sell

Pension scheme

Reward recognition incentives

Cycle to Work Scheme

WHY YOURE HERE

And how you help drive our strategy

At Convergence, success is hardwired. Its part of the fabric of our business. Its who we all are. Youre here because youve got what it takes to be a single point for customer reporting network faults. By planning, organising and prioritising the work required, youll give customers an experience thats unquestionably world-class.

WHY THIS IS A SWITCHED ON OPPORTUNITY

What makes this role really stand out

The business: young, dynamic and shattering expectations. The challenge: to play your part in a dedicated and motivated Service Desk team. Its the first step on the pathway to success, with technical training, skill development and the chance to gain recognised qualifications. Want proof of your potential to progress? Promotion to 1st Line Engineer takes 9 to 12 months on average.

WHERE YOULL HAVE AN IMPACT

The role your department plays in our business

Our Engineering team is the heartbeat of the business, ensuring our systems perform. The Network Operations Centre is on the frontline, making connections in every way.

A DAY IN THE LIFE

What a normal day at work looks like for you

Day to day, youll:

Deliver a world-class customer service experience.

Log and manage incidents and requests.

Assess and analyse problems, study their impact and advise on supportive functions.

Assign incidents and requests to relevant teams.

Deal with enquires from customers via email and over the phone.

Send customer communications during lifecycle of incidents and requests.

Provide end to end DSL incident management throughout the incident lifecycle.

Manage suppliers.

Create and submit knowledge article to increase 1st time fix rates of DSL incidents and requests.

Maintain and update NOC processes and procedures.

Ensure faults are escalated and resolved within the customer contracted Service Level.

Pro-actively monitor customer networks via our internal monitoring system, investigating, troubleshooting and resolving issues.

Provide the customer with a key contact during the incident lifecycle.

YOUR EXPERIENCE

What you bring to the job

Ideally, youll have experience in a busy, customer service centre. Experience in Telecoms would also be helpful.

YOUR QUALIFICATIONS

About your education and qualifications

Youll really need to know your stuff, which means youll need:

To be studying towards an IT qualification such as CCENT (if you dont have one already).

BPSS and SC clearance is required for this role

 
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