Service Desk Analyst - Evening Shift - IT Managed Services & Hosting

Service Desk Analyst - Evening Shift - IT Managed Services & Hosting

We have an incredibly diverse, talented and committed team of people whose focus is squarely on working together to keep critical applications running 24 hours a day, so that our Clients can focus on building success in their own field.

Due to our continued success and growth we are looking to recruit an additional person to join our Client Support Team, evening shift, performing the Service Desk role. You will be responsible for providing customer service support to our clients and escalate issues to arrive at an acceptable solution. You will monitor and respond to assigned contact channels (eg. System alerts, client email inbox, telephone calls) and ensure that items/issues are responded to promptly and routed via the most appropriate process for further action.

Role:

• To log and escalate incidents in accordance to strict SLA's
• Respond to client IT issues received by; Telephone, Voice Mail, E-mail and Client Portal
• Log and resolve events via documented reaction processes
• Scheduled tasks to be managed and completed on time
• Effective and timely client communications around calls logged
• Ensure that knowledge is retained, documenting previous solutions

Person:

• Experience of working in IT environment
• Excellent customer service skills
• Confidence in liaising with personnel at all levels
• Ability to document processes and procedures in a clear, concise and logical manner
• Ability to effectively communicate with clients to gain feedback in order to improve service provided
• Ability to multi-task and work well under pressure
• Ability to work pro-actively in a customer focused team environment'
• Ability to manage calls in line with established SLA's
• Excellent communication skills

Attenda is one of the UK's leading managed service and cloud platform provider, specialising in running business critical applications. Our Business Critical IT approach combines business outcome focus with a structured engagement methodology and supporting services and infrastructure.

Through our structured Define, Design & Verify engagement methodology, we help to facilitate the right choices for our Clients; leveraging modular, scalable and secure platforms that deliver agility and reliability.

This proven operational foundation ensures better business outcomes, whilst supporting innovation and optimisation; enabling Clients to focus on strategy and their business, making them more competitive.

We have built up a commanding market reputation, with the industry's leading accreditations and an unrivalled portfolio of over 100 UK enterprise Clients. Positioned as a Leader in the Gartner Magic Quadrant for European Managed Hosting 2013, we are an ISO9001, ISO27001, ISO20000 and ISO22301 accredited company, a Microsoft Gold Hosting Partner, VMware Premier Service Provider, an AWS Advanced Consulting Partner, a SAP Partner (and SAP Certified in Cloud Services), an HP Cloud Agile Partner; and we are also a G-Cloud certified service provider.

Our compelling culture and values have earned us 23rd ranking in The Sunday Times 100 Best Companies to Work For 2014, plus a Three Star Extraordinary Best Companies accreditation. Additionally, we are one of only seven companies to have been ranked in the UK's Sunday Times ARM Tech Track 100 for three consecutive years, and have won several other leading industry awards year on year.