1st Line Support Desk Analyst

Location: Derby Head Office

Job Description

We are looking for an experienced, customer-facing Service Desk Analyst to join our Service Delivery team.

You will 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 24 x 7 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, calls and other means. You will ensure that tickets are managed through to resolution and closure in line with contracted SLAs.

Node4 is an exciting and invigorating workplace, as we’re continually expanding into new markets and introducing new solutions to our product range. With our own data centres and national MPLS network, our portfolio includes colocation, cloud, connectivity and unified communication solutions.

Key Responsibilities

  • Answering inbound incident calls
  • Diagnosing/resolving basic user problems
  • Informing Incident Manager/Referrals immediately of severity level 1 and 2 tickets verbally and by email (Helpdesk Ticket Management)
  • Escalating tickets to 2nd and 3rd line engineering teams
  • Monitoring network management systems for alarms and alerts, including PRTG and Solarwinds, raising tickets/escalating as required
  • Logging faults with thirrd party providers
  • Checking backups/escalating failures – possible troubleshooting
  • Creating/using reporting macros
  • Analysing reports to identify where operational needs are required
  • Building and setting up new starter equipment laptops/iPhones/working 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, filing systems)
  • Relevant technical competence
  • IT literate (Microsoft Office)
  • Analytical and customer focused