Service Desk Analyst

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Telefónica is on a truly inspirational adventure.

One of the world’s most innovative communications companies, and the name behind flagship brands such as O2, we’re thinking bigger than ever before. We’re taking on new challenges around the world and exploring new ways to open up the world for our millions of customers. And you could be part of it all.

BRIEF DEPARTMENT/FUNCTION DESCRIPTION:

O2 Unify - offering businesses support with their IT and communications through one provider. Sound simple enough? It is, but we have a great team providing the technical support to keep this all moving and we need your help to continue on our journey.

BRIEF JOB DESCRIPTION:

As Service Desk Analyst you’ll be providing 1st line support to all customers contacting the Service Desk. Whether this be raising Incidents, submitting Service and Change Requests or working with 3rd parties such as BT, you’ll be key in ensuring the incidents are managed through to resolution.

RESPONSIBILITIES/SKILLS/EXPERIENCE:

Main Responsibilities

Managing incoming calls and logging them on our Service management system, Providing diagnostics, triage and 1st Line resolution.Escalating Incidents to 2nd and 3rd Line Support, Network Operations Centre, and 3rd partiesManaging internal resolver groups, both onshore and offshore, and 3rd parties against contractual SLAsAssist with the on-boarding of new customers, providing ad hoc reports to customers Working closely with the Service Delivery Managers in delivery monthly Service Reviews and Service ReportsProactively contribute to the development and delivery of standard approaches, collateral and processes to ensure all customers receive a high quality service experienceProactively provide details on fixes to ‘Problem Management team’ to populate Knowledge Database.

Skills and Experience required

Solid techniques in troubleshooting with hardware and software related issuesExperience in supporting managed services around networking, telecoms and working with Service Providers for fixed solutionsExperience working in a Managed Network Services Service Desk support roleExperience supporting WAN solutions, (especially MPLS, LES, Internet, ADSL, VPLS), CPE equipment including Cisco routers, switches and firewall, LAN, traditional PBX systems, IPT and SecurityExperience of working with Service Management systems, raising, updating and closing ticketsGood general knowledge of other technologies, Windows, Hosting, Mobile, ServersGood understanding of Service Desk logging system (preferably Service Now)

The Service Desk will operate initially between the hours of 07:00 and 19:00 but this may extend to 24x7x365 shift patterns

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