24/7 Service Desk Analyst

As a Service Desk Analyst, you will be a primary/secondary point of contact for Chorus’ diverse customer base outside of core business hours. Working on a shift rotation covering 24 hours a day, 365 days a year, you will provide an exemplary customer experience; working to resolve customer incidents and service requests quickly and efficiently whilst escalating those which are too complex or require specialist skill sets, to on-call 3rd line resource.In addition to providing a combination of 1st and 2nd level support to our customers, you will proactively monitor customer environments, assessing and taking any necessary remedial activities in relation to system generated alerts and notifications.You will have exposure to a wide range of technologies, have the opportunity to further develop your skills and work with fellow enthusiastic IT professionals in a positive culture and working environment. You will be expected to manage your own workload and queues, ensuring that tickets are resolved in appropriate time frames and that customers are kept informed throughout.Key ResponsibilitiesEngage with customers via multiple channels (including phone, email, chat and service portal), providing efficient and effective customer service to our customer’s end users and other key stakeholdersAct as the first point of contact for technical service requests and incidentsCreate, prioritise and assign tickets within the company IT Service Management platform, and maintain accurate records across a service ticket lifecyclePrioritisation and active management of all allocated tickets, ensuring resolution within agreed customer SLA’s and associated targetsProvide exemplary service to the customer ensuring high personal and organisational customer satisfaction scores are maintainedProvide 1st and 2nd line diagnosis and resolution or fulfilment of incidents and requests, achieving a first contact resolution rate of at least 70% and a first time fix rate of at least 95%Accurately determining tickets that require escalation, and providing all necessary handover notes in accordance with standard operating proceduresIdentify potential problems in accordance with the company Problem Management processesDevelop a good understanding of our client base whilst building and maintaining good client relationshipsEnsure knowledge articles and customer documentation is up to date at all timesAs a member of an ISO Compliant organisation there is a requirement to follow Chorus company policies, procedures, and guidelines for both Quality Management and Information Security Management Systems in place. As a Chorus employee you will have access to various company and client assets and will be required to maintain the level of security as identified by each asset.Comply with all relevant legislative and legal requirements, including industry regulations, employment law, Data Protection and Health and Safety.Demonstrate behaviours that promote our values.Undertake any other duties as reasonably requested.Personal Specification Required:Previous experience of providing IT support at 1st and 2nd line levelExemplary customer service and problem solving skillsStrong written and verbal communication skillsExperience of administering and supporting the latest Microsoft technologiesUnderstanding of network infrastructureStrong troubleshooting skills with Microsoft Office issuesThe ability to build, configure, administer and support all current versions of Windows desktop operating systemsExperience of monitoring and event management processes and approachesA passion for technology with a strong desire to develop your skillsetsExperience of managing a ticket queue, ensuring SLA’s are met in all instancesGreat attention to detailTeam player with good interpersonal and communication skillsPositive attitude with a ‘can do’ approachAbility to remain calm in a pressured environmentReliable, good work ethic and willingness to learnExperience in a similar service desk environment, ideally for a managed service or 3 support services providerExperience of training/coaching and mentoringKnowledge of server operating systems, Active Directory, Group Policy and network architecture (DNS, DHCP, TCP/IP) with an active interest in other networking servicesKnowledge or MS Azure services and offerings
Please feel free to submit your covering letter via video if you prefer.
Up to £38,750 including 25% shift allowance
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