Service Desk Analyst at NSC Global

NSC Global is currently looking for a Service Desk Analyst to join our growing company.

NSC Global provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with world-class enterprises, helping them become more agile, create commercial advantage and build quality through design, deployment, support and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with a corporate headquarters in London, UK and a US headquarters in New York, NY. Please review our website at www.nscglobal.com for more information on our organization.

Responsibilities

Essential Function

• To answer calls within agreed benchmark performance targets
• Ensure all customer requests are progressed accurately with maximum efficiency

• Communicate with both internal and external customers to a consistently high standard
• To log incident information on Incident Management Systems accurately and efficiently in line with the Global Service Desk Processes & Procedures
• To perform diagnostic functions (dependent on product and objectives)
• To progress, chase and escalate incidents in line with their Service Level Agreement
• To log service requests and enquiries for customers and resolve or assign to the appropriate business units
• To ensure that diary notes are up to date and accurately describe the latest incident status
• To Co-ordinate the Incident repairs with internal departments, third parties resources and vendors to ensure that incidents are resolved within SLA
• To ensure that incidents are closed and confirmation of satisfaction, is gained from the customer
• To ensure that regulations are adhered to at all times
• Where necessary, suggest improvements to systems and process

Key Accountabilities

• To log service requests and enquiries for customers and resolve or assign to the appropriate business units
• To ensure prompt and efficient resolution of incidents, meeting SLA requirements.
• Ensure all customer requests are progressed accurately with maximum efficiency
• To progress, chase and escalate incidents in line with their Service Level Agreement
• To Co-ordinate the Incident repairs with internal departments, third party resources and vendors to ensure that incidents are resolved within SLA
• To perform diagnostic functions (dependent on product and objectives)
• Act as an escalation point to Junior Service Desk Analysts

Qualifications

Key Competencies

Technical

• Secondary School Education Certificate
• CCNA or equivalent
• ITIL Certification
• Knowledge of IT and Communications / Network peripherals / Products

Non-Technical

• Good English communication skills (verbal/ writing)
• Exposure to an outsourced Global IT environment (advantage)
• Quality Orientated
• Customer Services Driven
• Able to apply experience and skills to complete assigned work with moderate degree of supervision