Service Desk Analyst

5 days ago

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Xiatech

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Xfuze - the Hyper-Integration Platform. Accelerating business transformation via system integration & data insights

IT Strategy • Technology consultancy • Omni-channel eCommerce • Business transformation • Programme Management

51 - 200

Description

• Monitor Service Desk for incidents and events • Ensure accurate logging and updating of tickets • Liaise with customers and internal teams to maintain ticket accuracy • Resolve incoming service requests in line with SLAs • Perform initial triage and assessment of incidents • Investigate and quantify incidents identifying error logs • Act as point of contact between customers and third-line support • Review and validate incoming alerts and follow up • Investigate problems from incidents and implement resolutions • Interface between third-line and first-line support • Report regularly on ongoing priority incidents • Perform daily checks on platform status • Contribute to Knowledge Base • Participate in Service Desk on-call and shift rotas

Requirements

• Experience in a 2nd Line Support or Service Desk Analyst role. • Knowledge of AWS, AWS Cloud Watch, AZURE, Google Cloud would be an advantage. • Basic understanding of JSON. • Google Cloud shares and permissions. • Understanding of “software as a service” support. • Cloud Networking troubleshooting including Firewalls, DNS, DHCP & TCP/IP, VPN. • Strong knowledge of technical environments and proficient problem-solving skills. • Good customer service skills and confidence on the phone. • Good understanding of IT fundamentals. • Self-motivated with a willingness to learn and adapt to changes. • Very good verbal and written communication skills

Benefits

• Work remotely for flexibility and freedom • Opportunity for impact in a growing organization • Supportive team environment • Equal opportunity employer