Service Desk Analyst
hace 4 semanas
Job Summary
We are seeking a highly skilled Service Desk Analyst to join our team at Ipc Systems. As a Service Desk Analyst, you will be responsible for providing first-line technical support to our clients via various communication channels.
Key Responsibilities
- Provide first-line diagnostics and troubleshooting technical support to clients via telephone, email, or web.
- Open and manage incident, change request, and service request tickets throughout their lifecycle.
- Ensure timely fault resolution and escalate incidents to first-level escalation following defined processes.
- Work with telecommunications and service providers globally to ensure timely fault resolution.
- Monitor network performance and proactively manage related event notifications.
- Liaise closely with Tier 2 and other engineering teams to ensure issues are addressed efficiently and meet SLA requirements.
Requirements
- Client service professional with proven Service Desk experience (minimum 2 years).
- Commitment to service excellence with the ability to work in a fast-paced, multi-tasking environment.
- Cisco qualification (CCNA or better), or other relevant industry standard certification.
- Demonstrable experience supporting and troubleshooting a managed extranet service.
- Varied exposure to Internet technologies and platforms.
- Networking fundamentals knowledge LAN/WAN, Routing, Switching, etc.
- Excellent oral and written communications skills in English.
What We Offer
- Competitive compensation.
- Private Health Insurance + Sodexo Transport Pass + Sodexo Restaurant Pass.
- Additional Time off for Charity Work and Volunteering.
- Tuition Reimbursement.
- Certification Bonus Program.
- Access to "IPC University" our Internal E-Learning Platform.
- Access to LinkedIn Learning.
- Structured Onboarding Training and Peer Mentor Support.
- Wellness Program.
- Employee Referral Scheme.
About Us
Ipc Systems is committed to investing in a range of programs and initiatives to improve the overall experience of our employees. We believe that hybrid working creates an inclusive, flexible environment where employees can perform at their best, and teams can collaborate, innovate, and celebrate successes together.
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