OverviewAs a Service Desk Analyst, you will also support other team members in training, reviewing technical bulletins and collaboration. You will perform a critical function within the network repair process and can ultimately impact the client’s ability to meet network availability and time-to-repair commitments made to the customers.

Duties and Responsibilities

Customer Trouble management: Accept customer phone calls/emails for circuit troubles, isolate fault location, and notify about repair progress as required. Inquire from diverse vendors and provide regular updates to the customer on circuit status.

Equipment monitoring: Check live service status and able to retrieve historical events

Workload Management: Ensure all appropriate tickets are being captured. Actively monitor open issues till remediated. Responsible for alarm response and trouble ticket assignment, resolving open trouble tickets, pursuing resolution to closure on all open tickets

Technical Escalation: Responsible for supporting and escalating to next level of technical support as necessary

Proactive and Preventive Maintenance: Proactively seeking and identifying potential network problems/trends and addressing these issues before becoming service affecting events

Professionally manage difficult and/or emotional customer situations

Respond promptly to customer needs

Solicit customer feedback to continually improve service

Produce reports and documentation to highlight service incidents

Qualifications

A minimum of 2-3 years’ experience being a Service Desk Analyst

Bachelor’s Degree or relevant experience

Willing to learn about fiber optic technologies

Basic networking experience

Demonstrable ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving techniques

Drive, self-motivation, and ability to work under own initiative

Experience of working accurately and confidently with service desk tools

Experience in delivering a high level of customer service.

Experience in handling customer escalation and high-priority support issues

Demonstrates strong analytical skills

Proven ability to work efficiently in a high-pressure environment

Excellent written and verbal communication skills in English to effectively collaborate with foreign counterparts

Prefers someone with experience doing a networking function, someone with broad understanding IP services.

Advantageous skills or nice-to-haves

CCNA and ITIL Certifications

HubSpot and/or similar tools experience

Salesforce experience

Experience in any ticketing tools, monitoring tools and data centre

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