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- Tasks: Be the first point of contact for customer queries and support services.
- Company: Join VIRTUS, the UK's fastest-growing data centre provider.
- Benefits: Gain valuable experience in a dynamic environment with a focus on growth.
- Other info: Flexible 12-hour shifts with opportunities for career advancement.
- Why this job: Make a real difference in customer service while working with innovative technology.
- Qualifications: GCSE English and Maths; customer service experience preferred.
The predicted salary is between 25000 - 30000 £ per year.
About VIRTUS
VIRTUS Data Centres is the UK’s fastest-growing data centre provider. We own, design, build, and operate some of the most energy-efficient, flexible, and secure data centres in Europe. In 2023, we announced our expansion into continental Europe, starting with Berlin and Milan, with plans to grow further across the region. At VIRTUS, we aim to be a positive force in the fourth industrial revolution—delivering innovative solutions while staying firmly rooted in our core values: Clarity & Quality, Accountability, Customer Commitment, Purposeful Innovation, and Capability & Growth.
Job Summary
Working as part of the VIRTUS Service Management Centre (SMC), we are seeking someone with good Customer Service and Administration skills to undertake the role of Service Desk Analyst. You will be the first point of contact for all customer phone calls, email queries and service requests. You will also play a key role in issuing customer communications to support the VIRTUS Incident and Change Management processes. This is a shift position working 12‑hour shifts between 7am‑7pm and 7pm‑7am on a rota basis to include weekends and bank holidays.
Duties and Responsibilities
- Answering internal and external phone calls
- Responding to customer emails and Service Requests
- Tracking, and routing requests, orders and incidents to the correct resource and escalating where appropriate
- Issuing customer communications in support of the VIRTUS Incident and Change Management processes
- Monitoring ticket queues and ensuring all requests are dealt with professionally and effectively
- Maintaining a database of customer information
- Producing customer facing service reports
- Any other reasonable requests made by your line manager.
Qualifications
- GCSE English and Maths
Person Specification
Essentials
- Competent in the use of Microsoft office applications
- Excellent communication skills verbal and written
- Customer focused with previous experience in a customer service role
- Ability to work towards tight SLAs
- Ability to work independently
Desirable
- Previous experience with ticket management system (preferably ServiceNow)
- Working in a time critical environment
Working hours
12-hour shifts between 7am-7pm and 7pm-7am on a rota basis to include weekends and bank holidays.
Vetting Policy
In line with VIRTUS’ Vetting Policy, the successful applicant must be willing to undergo a BS7858 screening process.
Equal Opportunity Employer
VIRTUS is an equal opportunity employer. As part of our commitment to fight for equality, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment.
Posting Information
We reserve the right to close this post for applications should sufficient applications be received.
Search Firm Representatives
VIRTUS Data Centres does not accept unsolicited support from search firms for employment openings. CVs/resumes submitted by search firms to any VIRTUS employee without an active, written search agreement for a specified role will become the property of VIRTUS. No fees will be paid for candidates hired from agency submissions made without such an agreement. Existing agency partnerships must adhere to position-specific terms outlined in their agreements. Please refrain from calling or emailing regarding this matter.
Service Desk Analyst in London employer: Virtus Data Centres Ltd
Contact Detail:
Virtus Data Centres Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst in London
✨Tip Number 1
Get to know VIRTUS and its values! Before your interview, do a bit of homework on the company. Understand their commitment to customer service and innovation. This will help you align your answers with what they’re looking for.
✨Tip Number 2
Practice your communication skills! As a Service Desk Analyst, you'll be the first point of contact for customers. Role-play common scenarios with a friend or family member to boost your confidence in handling calls and emails.
✨Tip Number 3
Showcase your problem-solving skills! Think of examples from your past experiences where you successfully resolved issues under pressure. This will demonstrate your capability to handle tight SLAs and time-critical situations.
✨Tip Number 4
Apply through our website! We want to see your application directly. It shows initiative and gives you a better chance to stand out. Plus, it’s super easy to do—just head over to our careers page!
We think you need these skills to ace Service Desk Analyst in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your customer service experience and any relevant skills. We want to see how you can bring clarity and quality to the role, so don’t be shy about showcasing your strengths!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about working at VIRTUS and how you align with our core values. Keep it concise but impactful – we love a good story!
Show Off Your Communication Skills: Since this role involves a lot of communication, make sure your written application reflects your excellent verbal and written skills. Clear and professional language will go a long way in making a great first impression!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at Virtus Data Centres Ltd
✨Know Your Customer Service Basics
Brush up on your customer service skills before the interview. VIRTUS is looking for someone who can handle queries effectively, so be ready to discuss your previous experiences in customer service and how you’ve resolved issues.
✨Familiarise Yourself with Incident Management
Since you'll be involved in incident and change management processes, it’s a good idea to understand what these entail. Research VIRTUS's approach to these processes and think about how you can contribute to their efficiency.
✨Demonstrate Your Communication Skills
As the first point of contact, your communication skills are crucial. Practice articulating your thoughts clearly and concisely. You might even want to prepare a few examples of how you've successfully communicated with customers in the past.
✨Prepare for Shift Work Questions
Given that this role involves 12-hour shifts, be prepared to discuss your availability and how you manage work-life balance. Show that you’re flexible and ready to take on the demands of shift work.