Service Desk Analyst (Support, ITIL)

Node4 Limited
20000.00 GBP Annual + GBP20,000 per year
19 Jun 2017
17 Jul 2017
IT, Internet
Contract Type
Full Time
Service Desk Analyst (Support, ITIL)
Salary: GBP20k
Location: Derby

Node4 is an exciting and invigorating workplace environment as we expand into new markets and introduce new solutions into our product range. With our own UK data centres, national MPLS network and many strong USPs, our portfolio includes Colocation, Cloud, Connectivity and Unified Communication solutions.
As a result of our continued year on year growth we need to expand our Service Delivery team, and are therefore looking to recruit an experienced customer-facing Service Desk Analyst (Support, ITIL).
The successful candidate will be required to provide and promote a professional, high quality, customer focused service to our customers and partners, ensuring industry-leading levels of customer satisfaction.
Working as part of a 24x7 team you will be responsible for receiving, managing and assisting in the resolution of Incidents, Issues and Problems raised via system monitoring tools, customer initiated tickets and calls and other means. Ensuring that tickets are managed through to resolution and closure in line with contracted SLAs.

Key responsibilities of the Service Desk Analyst (Support, ITIL)

-Answering inbound Incident calls
-Receipting of tickets raised via portals/network monitoring systems
-Basic user problem diagnosis/resolution
-Capturing key incident information and recording on ticket management system
-Assessing and prioritising incidents based on pre-determined definitions
-Helpdesk Ticket Management - to inform Incident Manager/Referrals immediately of Severity level 1 & 2 tickets verbally and by email
-Escalation of tickets into 2nd and 3rd line engineering teams
-Monitoring of network management systems for alarms and alerts, including PRTG & Solarwinds, raise tickets/escalate as required
-Creating access cards
-Logging broadband faults with 3rd party providers
-Logging circuit faults with 3rd party providers
-Logging WLR faults with 3rd party providers
-Engaging in e-chat conversations
-Logging planned maintenance notifications
-Check backups/escalate failures - possible troubleshooting
-Add/remove helpdesk users
-Creating/using reporting macros
-Analysing Reports to identify where operational needs are required
-Ticket Management moving tickets to correct departments ensuring tickets do not sit in wrong queues for a long time.
-Check rota to ensure tickets are allocated to correct engineers every morning as they will have full visibility of sickness/holidays and which resources are available
-Build and setup new starter equipment laptops/IPhone/work through new starter system checklist
-Monitoring account creation/permission management
-Monitoring device/sensor creation
-To contribute to internal processes and continuous improvement activities

Key Personal Skills of the Service Desk Analyst (Support, ITIL):

In order to carry out the role effectively it is important to demonstrate, have and maintain the following attributes:
-Excellent communication skills, both written and verbal
-Confidence to work and communicate across a variety of audiences in a professional manner
-Excellent time management skills and an ability to prioritize and multi-task
-Attention to detail and getting it right first time
-Competent use of IT Tools (printing, file system)
-Being able to work as part of a team
-Relevant technical competence
-IT Literate (MS Office)
-Pro-Active and be willing to learn
-Analytical and customer focused
-High attention to detail
-Ability to work pro-actively and to tight deadlines

-Working experience in a NOC environment
-ITIL Foundation qualification


Successful Performance will be measured against a set of Key Performance Indicators. These KPI's will be agreed with the employee but are expected to cover
-High score in the End Customer Experience element of the Node4 customer satisfaction survey
-The volume of tickets
-The effective management and timely resolution/closure of tickets
-The effectiveness of any escalation and jeopardy management activities that are required


This is working shifts, 4 days on - 4 days off - 4 nights on - 4 days off (12 hour shifts).

How to Apply for the Service Desk Analyst (Support, ITIL) Role: Please click 'apply now' to send your CV and a brief cover letter.

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