Technical Helpdesk Analyst - ITIL/Telecom Support
Role details
Job location
Tech stack
Job description
?? You will provide essential technical support and contribute to the success of our client's squad. Supporting the Squad Lead & Lead Analysts, your role is crucial in driving quality and maintaining professional communications within agreed timescales.
?? Your responsibilities: ??
? Resolve incoming work efficiently and effectively, aiming for a first-time resolution whenever possible.
? Proactively triage and analyse issues to the highest standard, in line with key metrics.
? Monitor and manage events, alerts, and alarms, ensuring prompt resolution within SLAs.
? Nurture strong internal and external relationships, delivering the best possible service to our client and customers.
? Contribute to problem management, raising, and managing problem cases to resolution.
? Maintain and update the Knowledge Base articles to support the team and ensure the sustainability of the squad and chapter.
Requirements
?? Telecommunication industy background.
?? Proactive approach in identifying and recommending process improvements.
?? Strong understanding of Event Management and ability to effectively prioritise and categorise events.
?? Proficiency in incident and problem management, change management, and release & deployment management.
?? Familiarity with service catalogues, SLAs, FAQs, and user guides.
?? Desire to continuously develop and master ITIL fundamentals and Agile methodologies.
?? Perks of the role: ??
?? Hybrid working model, granting you the flexibility to work both remotely and in our client's City Centre office.
?? Convenient location just a 9-minute walk from Deansgate train station and Deansgate-Castlefield tram station.
