Service Desk Specialist,

As the Service Desk Specialist, you’ll have a predisposition for client services excellence with a passion for technical delivery, being responsible for handling more complex technical issues escalated from Service Desk Technicians. This role involves diagnosing and resolving networking, VoIP, and connectivity issues, working with specialists to provide excellent client service. The role is critical in ensuring service reliability and client satisfaction.

Key Responsibilities

• Client Support & Issue Resolution:

• Investigate and resolve technical issues escalated from Service Desk Technicians.
• Diagnose and troubleshoot networking issues, including but not limited to: Routing, configurations, WiFi, WiMAX, 4G/5G solutions, broadband, leased lines, VoIP, WiMAX and managed services VPNs, and VoIP services.
• Perform analysis of recurring issues and provide permanent solutions.
• Assist in the configuration and troubleshooting a wide range of products and services.
• Work with external vendors, third-party providers, and internal teams to resolve service-affecting issues.
• Logging of all interactions, incidents and service requests in a detailed manner accurately in the ticketing system.
• Guide internal and external persons through troubleshooting steps to resolve issues.
• Escalating more complex issues to relevant teams with detailed information about the case, actions taken to attempt to resolve the issue and their outcomes.
• Provide detailed technical explanations and guidance to clients regarding cases.
• Liaise with customers, providing regular updates on resolution progress.
• Deliver a professional and client-centric approach to all interactions.

• Monitor network and system performance using diagnostic tools and respond to alerts proactively.
• Identify, analyse, and resolve network performance issues affecting client and internal services.
• Assist in maintaining the integrity and security of networks and systems.

• Assist clients with router and modem setup, basic configurations, and software updates.
• Explain technical solutions in a clear and customer-friendly manner.

• Document all troubleshooting steps, solutions, and resolutions in the knowledge base.
• Contribute to maintain a comprehensive knowledge base of common issues and fixes.
• Identify areas for process improvement and assist in refining support workflows.
• Provide feedback on recurring technical issues and suggest where improvements can be made to the support process, solutions and the wider business.
• Stay updated on new products, services, and industry developments.

• Work closely with other teams across the business including but not limited to: Finance, Technical Services, Network Operations, Field Engineering and Service Delivery to resolve client issues efficiently.
• Provide knowledge sharing, cross training, mentoring and guidance ensuring best practices with colleagues to improve overall service quality.

Essential Key Skills & Experience:

• Previous experience in a technology support role.
• Strong knowledge of networking fundamentals (e.g., TCP/IP, DNS, DHCP, VLANs, NAT).
• Hands-on experience troubleshooting products and services.
• Experience working with networking hardware (e.g., routers, switches, firewalls).
• Strong problem-solving skills and the ability to work under pressure.
• Excellent verbal and written communication skills.
• Ability to document and escalate issues effectively.
• Natural strong problem-solving skills and ability to work under pressure.
• Curious personality wanting to understand and build a depth of knowledge.
• Client-centric attitude with a proactive approach.
• Ability to follow procedures and escalate without procrastination.

Desirable:

• Familiarity with configuring routers and modems.
• Basic understanding of cybersecurity principles.
• IT certifications such as CompTIA Network+, CompTIA A+, vendor qualifications or equivalent.

SALARY IS UPTO £27500