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Tier 3 Service Desk Analyst

Job Title: Tier 3 Service Desk Analyst
Location: Telford
Contract Type: Permanent
Sector: Telecommunications
Salary: £28,000 - £35,000

Tier 3 Service Analyst – Permanent – West Midlands – Up to £35,000

I am looking for a talented technical service representative to join my clients team utilising problem-solving skills in an exciting and fast-paced environment whilst providing exceptional customer service that is the foundation of my clients’ company. You will be following ISO and ITIL practices supporting their partners during troubleshooting activities as well as interacting and coordinating contractors and suppliers to see incidents through to closure.

Key Responsibilities:
• Provide an elevated level of customer troubleshooting under incident management, problem management and service request fulfilment across the portfolio to achieve incident resolution within set SLAs
• Handling functional customer escalation requests, liaising with internal departments
• Supporting colleagues within the Technical Service Centre with any technical escalation requests
• Identification of any skill gaps within the team and partners, supporting training requirements with workshops and validation of knowledge
• Communicate with third parties and Emergency Restoration Services (ERS)
• To understand and work as part of our major incident process

• Technology/telecoms sector and competitor awareness
• Cisco hardware
• Networking principles – IPv4 and routing
• Twelve months on a service desk or a similar customer-facing role
• Troubleshooting Internet Services including DSL, Ethernet, Firewalls and VoIP
• DSL and Ethernet diagnostics and fault management
• Telephone and written communication at a high standard
• Ability to work under pressure

• Nokia, Juniper & Calix hardware
• Knowledge of SonicWall firewalls
• Networking knowledge – IPv6
• Experience of dealing with GPON and FTTH
• Complex solutions diagnostics (MPLS) and fault management
• GPON & FTTH diagnostics and fault management

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