Service Desk Analyst

We are known for IT and cloud services innovation, and creating multi-award-winning Communications, IT, Cloud and Hardware products and services. Where we differ is through selling to other businesses, not to the public, who we proudly refer to as our 'partners'. Selling wholesale to our partners, we have solid relationships and HUGE buying power with leading tier-one telcos, IT vendors, hardware distributors and manufacturers, including Vodafone, O2, BT/EE, Microsoft, TTB and Virgin Media Business.

We have huge aspirations to continuously challenge what we do, and we have big dreams for the future. We are 750+ strong and we are all immensely proud to work for a rapidly expanding company. We're pleased as punch with our culture which stems from a place of belonging, where you can do you; simples.

Location: Head Office, Hessle / Some Home Working Flexibility

Salary: £25,000 p.a.

2 x roles

Working with a highly skilled technical support team, you will provide a single point of contact for all stakeholders in relation to IT issues and incidents. To provide exceptional standards of support to all customers and support a variety of products, services, and platforms. This will be achieved by acting in both a proactive and reactive manner and ensuring that all performance targets are adhered to. Resolutions should be provided in an effective and timely manner.

Responsibilities & Accountabilities

• Provide an exceptional customer experience
• Ensure adherence to performance targets ( team and individual KPI’S)
• Ensure that incidents are dealt with according to customer and priority needs
• Ensure all incidents are accurately logged
• Take ownership of logged incidents, tracking the progress of all calls and follow-up with the customer to ensure that they are satisfied with the resolution
• Follow processes to ensure that a high quality of service is provided to internal and external customers
• Desire to build relationships within the service desk team, the IT group and the wider organisation
• To understand the business and its objectives responsibilities  ( i.e. Strategic objectives)
• Log all incoming calls to the service desk
• Ensure that information is accurately recorded in the service management tool ( ServiceNow)
• Ensure that incidents are assigned to the correct resolver team
• Co-ordinate with teams within IT to ensure that service outages are correctly communicated to the business or affected users
• Work with the problem management team or other virtual teams as required
• Contribute to the knowledge base
• Act as a single point of contact
• Contribute to Problem Management team as and when required
• Take part in testing of new releases or contribute to virtual teams in project work
• When required represent the service desk at team and department meetings
• Plan and prioritise work to ensure that deadlines and targets are met
• Develop and maintain knowledge and skills and keep up-to-date with new processes, procedure and developments

Giacom, DWS and Union Street are part of the same group of companies, bringing together three leading channel solutions in telecoms, cloud software services and cloud billing. Our aspiration is to be the number one supplier in the channel.

Your job role may be focused at one of the brands, but you will interact and impact across the wider group of companies.

What’s in it for you? Why should you come and work for us?

Our benefits consist of; no dress code (you, do you), days off for special life events, work from anywhere concept with occasional travel to the Chandlers Ford, Hampshire office for training or meetings. Work with and learn from experts in the telecoms industry, a wellbeing and engagement team, 'if you want a career with us then grab it' concept, recognition and team/industry events as well as a whole host of other benefits which can be found on our website www.digitalwholesalesolutions.com on our Careers page.

We are an equal opportunities employer, and we positively encourage applications from all eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status or pregnancy or maternity.

We aim to ensure that all applicants are provided with the same opportunities during the recruitment process, and, to that end, we strive to comply with the duties placed upon us to make reasonable adjustments as prescribed by the Equality Act 2010. Should you have a disability or long-term health condition and require a particular adjustment to be made to allow you to fully participate in the recruitment process, please ensure you let me know.

Successful applicants will be required to undertake a Disclosure Barring Service (DBS) check, provide two references and proof of right to work in the UK, unrestricted.

Here are some of the benefits that we offer…

• 25 days holidays, plus bank holidays, and the option to purchase more!
• Pension
• Employees Assistance Programme
• Professional development to help you achieve your personal goals
• Eye care vouchers available and discounted Medicash membership
• Access to discounts and savings at more than 1,200 retailers
• An additional day off on your birthday or if you're getting married

For more information on our privacy notice please refer to our Privacy and Cookies Policy by following this link - https://digitalwholesalesolutions.com/privacy-and-cookies-policy/