Service Desk Analyst

FourNet is one of the UK’s most successful cloud and managed services providers. We have grown year on year for the last 15 years, have won multiple awards and work with some of the most secure, critical, and commercially driven organisations in the UK.

The main purpose of the role is to co-ordinate and manage Service Desk cases pro-actively and liaise with the customer and support our engineers to ensure high-quality service, as well as working closely with the Managed Service management team to ensure all reporting is correct and delivered in a timely manner.

As the front line of the Service Desk, the Service Desk Co-Ordinator will provide value to Fournet Customers by delivering high-quality Customer Service, pro-active thinking and a can-do attitude; ensuring operational excellence is achieved at every point in the lifecycle and the service are consulted within the customer SLA’s.

This role will not require any on-call; however, it does require candidate to work in shifts.

Scope of responsibilities

1. To be the Service Desk’s primary point of contact for assigned customers, ensuring effective communication between Fournet and its customers is maintained for service-related issues and requirements.
2. To build strong customer relationships to ensure an excellent Service Desk experience for assigned customers and to maintain a Fournet Customer Satisfaction rate of >95% by ensuring SLAs and KPIs are achieved, preferably exceeded.
3. Allocate new Service Desk cases to the relevant resource based on skillset, availability and priority of the case. Keep the customer updated through the full life cycle of the case.
4. Escalate and maintain cases raised with support partners including regular updates to the customer.
5. Assist the Service Desk Manager, Team Leader or Service Delivery Manager with major incident and problem management support to difficult, high profile customer issues.
6. Proactive management of the case, following up with resolver groups to ensure case is managed through to a successful resolution, liaison with customer, management of third parties.
   Hosting of weekly calls with high profile or at-risk customer to run through ticket lists, ensure these tickets are constantly moving and reporting to the Service Desk Team leader is an efficient manner any worries with Tickets or Customer to provide time to plan.
7. Ensuring cases are updated every day and responded to within SLA and where appropriate Resolution Targets are met.
   Liaison with Service Delivery Managers where contracts define penalty clauses.
8. Building a rapport and an efficient support process with our suppliers and any other third party that may become involved in a case.
9. Managed Service Reporting for high profile customer: this will involve;
   1. Creation of Managed Service Report each month via PowerPoint
   2. Use of Virsae ESP – (This is our monitoring system, Training Provided)
   3. Trending on Availability & Capacity Reporting
   4. Trending on Cases and Issues for the month
10. Monitor and record all Service Desk Alarms Pro-actively. Complete Trending and work on Proactive Management of your Tier 1 customers.

Person Specification

Technical Profile

• Previous Service Desk experience (1-year Minimum)
• Strong Customer Service, Organisational and Strategic Planning Skills
• Excellent communication skills – both written and oral
• Demonstrable experience delivering service excellence and commitment
• Experience of working under pressure and to tight deadlines
• ITIL Foundation Certificate (Beneficial but not necessary)

Personal Attributes/Skills

• Communication – Communicates clearly and concisely in the most appropriate way. Listens to others and uses appropriate questioning skills.  Communicates effectively both face to face and on the telephone.  Can structure information clearly in written form.
• Interpersonal Skills – Collaborates with others to achieve a common goal. Is supportive and flexible and shows empathy and understanding.  Can influence and persuade others and can give and take constructive feedback.  Works as part of a team.
• Personal Effectiveness Displays a disciplined and positive approach, persevering when faced with obstacles. Displays self-motivation, initiative and commitment, and takes responsibility and ownership for their actions.  Displays self-confidence and presents his or herself in a professionally.
• Resource Management – Identifies and plans resources efficiently and to the standards agreed. Sets a clear direction and work plan and anticipates potential problems and makes contingency plans.  Understands and respects resource limitations.
• Business Awareness – Is aware of current company direction and priorities. Keeping abreast of developments in the marketplace, technology and product range.  Is aware of the company, departmental and team objectives.  Can identify key customers and is aware of competitors.  Understands and observes company standards.
• Decision Making Has the ability and willingness to make effective decisions. Seeks the relevant information from all sources and adopts a logical process to analyse and evaluate information before making a decision.  Takes ownership of decisions made.
• Innovation and Creativity – Shows a willingness to take a different approach and contribute ideas. Identifies different ways of doing things and is open-minded and prepared to build on existing methods and approaches.  Can put new ideas into practice.
• Problem Solving – Collects and analyses relevant information. Can locate the problem and can determine and remove the cause.  Can rectify the problem and check the result.