Claranet Limited

The Role We are looking for a customer-focused and proactive Service Desk Analyst to join Claranet's Managed Services team. In this role, you will provide first-line technical support to customers, ensuring high levels of service through effective ticket management, issue resolution, and clear communication. You'll play a key part in delivering an excellent customer experience by resolving incidents efficiently, collaborating with internal teams and third-party suppliers, and continuously developing your technical expertise across our product portfolio. Key Responsibilities Ensure that the highest levels of service are delivered to Claranet's customers Providing telephone and ticketing based customer support Assess the impact and urgency of tickets and gather the appropriate information for the type of request Responsible for the resolution of all customer issues raised, ensuring that customers are updated within agreed SLA's and that all issues are resolved quickly and efficiently Maintain accurate records of activity taken throughout the lifecycle of a ticket Management of escalation through other teams ensuring high quality of feedback and service to customers at all times Liaising with third party suppliers to ensure that faults are resolved within the correct time frames according to the product service level agreements in place Working closely with Service Management team to maintain excellent service Develop a good understanding and technical expertise across Claranet's entire product catalogue Resource for project work Support the Team Manager towards continued improvement of team process and customer experience Answer inbound telephone calls Validate contact and ensure security process is adhered to Log all relevant request details, allocating category and prioritisation Provide first-line investigation and diagnosis, resolving at first contact whenever possible Follow security protocol Escalate incidents/requests that cannot be resolved within agreed timescales Keep customers informed of progress Contribute and search the knowledge base Skills and Attributes Excellent communication skills (written and verbal) Excellent customer service skills Ability to translate technical language into user friendly information Good understanding and awareness of IT terminology Customer focused Leadership skills Decision maker, able to act decisively under pressure Highly motivated, pragmatic and energetic team player, positive, determined and driven with a can-do attitude Ability to work in a highly pressurised environment in terms of volume and intensity of activity Benefits At Claranet, we go the extra mile with our people-because we believe in building a workplace where everyone feels valued and supported. Our flexible benefits package includes: Pension Scheme: Employer-matched contributions to help you plan for the future. Comprehensive Healthcare Coverage: Access to private medical care for your peace of mind and wellbeing. Discounted Gym Memberships: Prioritise your fitness with exclusive rates at leading gyms. Personalised Wellbeing Support: App-based resources and services available 24/7 Enhanced Annual Leave: 25 days of holiday, increasing to 27 days with service, plus bank holidays and a day off for your birthday. Continuous Learning & Development:Ongoing opportunities to grow your skills and advance your career. What makes us unique is Team Claranet , our internal community that supports causes close to our employees' hearts. We offer paid charity leave, support local charities across our offices, and host annual fundraising events, all backed by a dedicated committee. We're proud founding members of TC4RE (Technology Community for Racial Equality) working collectively to build a more diverse and inclusive tech industry. About Claranet Founded at the beginning of the dot com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries. Equal Opportunities Statement Diversity, equity and inclusion are at the heart of what we value as an organisation. Claranet is an equal opportunities employer and all qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, age, disability or any other status protected by law. Our recruitment team are happy to support any reasonable adjustments that are needed within the recruitment process. Ready to take the next step in your career with Claranet? Click 'apply' - we can't wait to meet you! To view full job description please visit our careers page

Through a culture of collaboration, learning and opportunity, Customer Service is a community of vibrant and dynamic service and technology experts, executing all facets of our operation with consistency, pride and efficiency. Technical Operations provide high level level technical support to UK business customers. As a team of experienced engineers, we are responsible for the swift repair of complex customer issues where there is no known or documented resolution. We are passionate about effective troubleshooting as well as a second-to-none customer experience. The team are kept on their toes by supporting new and exciting services as the technological world continues to evolve. Here are some of the technologies a successful candidate can expect to provide support for: Public Cloud management including Microsoft Azure and AWS Veeam, ASR and associated backup technologies VMWare support and provisioning Windows server management Linux server management Active Directory and Group Policy Microsoft Exchange Let's cover some of the duties and responsibilities of an engineer in the Technical Operations Team: Effective troubleshooting of live complex customer issues ranging from high priority business-critical faults, to requests for information regarding their solution Managing incidents by providing quality customer updates as per Claranet's SLAs, whilst maintaining detailed notes in our Service Now ticketing system Excellent customer service provided via telephone, our customer portal or even in video conference with clients Engagement with additional technical resources outside the team to aid in resolution of incidents, whilst keeping ownership of the customer experience Great working relations with our Service Desk and Service Assurance operational teams, for which we act as an escalation point. The Technical Operations Team frequently engages in delivering training or answering ad-hoc questions from our 1st line teams Keeping up to date with new and exciting technologies and services that make their way into our Support world. As a senior team we are an important part of ensuring that new services are well supported and documented for the consumption of our department Production of documentation to improve our efficiency as a team and wider department in the form of guides, customer solution information, troubleshooting processes and so on Participate in an on call rota to provide out of hours support for critical incidents, in line with business requirements Position Specifications An enthusiastic and dynamic engineer who is excited by the challenges of working in a fast-paced support environment Passionate about providing first class customer support of both core hosted solutions and newly emerging technologies Someone with a relentless appetite for problem-solving and methodical troubleshooting A Team player who can slot into a roster of like-minded individuals Here are some industry-recognised qualifications that are highly desirable for this role: AZ-104 Microsoft Azure Administrator AWS Cloud Practitioner