Service Desk Analyst

The role

The team is responsible for supporting almost 4000 internal and external customers. This role will be responsible for ensuring standards of service expectations and SLAs are met. Involving general duties ranging from responding to customer requests/queries via Zendesk (ticket management system), managing customer accounts and general maintenance of M2M database. After training, the candidate may be required to deal with product allocation queries and amendments. The ideal candidate will have excellent attention to detail, time management and organisation skills. The candidate must thrive in a fast-paced environment and be a natural problem solver. The candidate must be proactive in approach and be a team player willing to go that extra mile when required in line with the business needs.

Responsibilities and Duties

• 1st line support for diagnosing connectivity problems/issues
• Logging phone calls and triaging queries using Zendesk
• Providing operational support to the business
• Order dispatch process
• Ensuring M2M SIM provisioning system (SIMPro) is kept up-to-date and accurate (despatches, activation's, cancellations, suspensions etc)
• Liaising with networks to troubleshoot and diagnose faults
• Completing network escalations
• Managing and supporting dealer/customer relationships
• Ad hoc duties as required.

Key skill and competency requirements

• Excellent verbal and written communication skills
• Excellent attention to details is essential
• Must have the ability to work unsupervised and on own initiative
• Highly organised coupled with the ability to prioritise effectively
• Ability to thrive in a high pressure, fast paced work environment
• Experience of using Excel
• Excellent team player, personable and able to operate at all levels