Social network you want to login/join with:
24x7 Ops Connectivity Engineer, Birstall
Job Description
* Contract Type: Permanent, Full Time
* Working Style: Hybrid
* Working Pattern: Rotating shift pattern of 7:00 AM to 7:00 PM, following a 4 days on, 4 days off schedule.
We are seeking a dedicated and customer-focused Service Desk Analyst to join our IT managed services team. In this role, you will be the first point of contact for customers, partners, and suppliers, providing exceptional support and resolving technical issues while maintaining high standards of communication. You will be responsible for the initial assessment, triage, research, and resolution of incidents and requests, ensuring all Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met or exceeded.
Key Responsibilities:
* Efficiently manage, prioritize, and resolve tickets while maintaining clear communication throughout the incident lifecycle.
* Work within SLA and KPI targets to deliver timely and accurate resolutions.
* Collaborate with internal teams, third-party suppliers, and vendors to drive issue resolution.
* Contribute to the maintenance and improvement of the departmental knowledge base.
* Ensure accurate documentation for all incidents, maintaining data quality and providing regular updates.
* Support customers with various technologies, monitoring network performance, and providing troubleshooting as needed.
* Continuously expand your technical knowledge to enhance problem-solving capabilities.
Qualifications and Skills:
* Strong communication and customer service skills, with the ability to explain technical concepts to non-technical users.
* Proven experience in a technical support or service desk environment.
* Familiarity with SLA and KPI metrics, consistently meeting or exceeding targets.
* Skilled in using network performance monitoring systems and ticketing tools (ServiceNow experience beneficial).
* Excellent problem-solving abilities, able to work effectively under pressure and in a team.
* Self-motivated, with strong time management and attention to detail.
* Adaptable to changing technologies, committed to continuous learning and improvement.
* Experience in creating and maintaining clear technical documentation.
* ITIL V3/4 Foundation certification and customer service accreditation are desirable.
* Relevant certifications in listed technologies are advantageous.
Additional Information:
At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. These include a generous annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and health and wellbeing programs, supported by an in-house Wellbeing Team.
We promote a strong work-life balance, rewarding your dedication with an additional day of annual leave each year, up to 28 days. Our benefits include:
* Hybrid Working: Flexibility to choose a blend of home and office-based work.
* Annual Leave: Starting with 25 days, increasing by one day per year up to 28 days.
* Health & Wellbeing: Private medical coverage, discounted health plans, virtual GP, eye care, and employee assistance programs.
#J-18808-Ljbffr