1st Line Support Desk Analyst

Location: Derby Head Office


Job Description

Node4 is an exciting and invigorating workplace environment as we expand into new markets and introduce new solutions into our product range. With our own UK data centres, national MPLS network and many strong USPs, our portfolio includes Colocation, Cloud, Connectivity and Unified Communication solutions.

As a result of our continued year on year growth we need to expand our Service Delivery team, and are therefore looking to recruit an experienced customer-facing Service Desk Analyst.

The successful candidate will be required to provide and promote a professional, high quality, customer focused service to our customers and partners, ensuring industry-leading levels of customer satisfaction.

Working as part of a 24x7 team you will be responsible for receiving, managing and assisting in the resolution of Incidents, Issues and Problems raised via system monitoring tools, customer initiated tickets and calls and other means. Ensuring that tickets are managed through to resolution and closure in line with contracted SLAs.


Key Responsibilities

  • Answering inbound Incident calls.
  • Basic user problem diagnosis/resolution.
  • Helpdesk Ticket Management – to inform Incident Manager/Referrals immediately of Severity level 1 & 2 tickets verbally and by email.
  • Escalation of tickets into 2nd and 3rd line engineering teams.
  • Monitoring of network management systems for alarms and alerts, including PRTG & Solarwinds, raise tickets/escalate as required.
  • Logging faults with 3rd party providers.
  • Check backups/escalate failures – possible troubleshooting.
  • Creating/using reporting macros.
  • Analysing Reports to identify where operational needs are required.
  • Build and setup new starter equipment laptops/IPhone/work through new starter system checklist.

Some Essential Skills

  • Excellent communication skills, both written and verbal
  • Confidence to work and communicate across a variety of audiences in a professional manner
  • Competent use of IT Tools (printing, file system)
  • Relevant technical competence
  • IT Literate (MS Office)
  • Analytical and customer focused

Ready to Apply?

To apply, please submit a CV and cover letter to Recruitment Manager, David Wilson at recruitment@node4.co.uk.
No agencies please.