Service Desk Analyst

About the Role

In this role you will act as the first point of contact for incidents and service requests via multiple contact methods. You will diagnose and resolve incidents wherever possible and pass any that cannot be resolved at first contact to the 2nd Line NOC team. You will strive to achieve high service standards by following quality guidelines and delivering an excellent customer experience. 

About the Team 

Our Network Operations Centres are the beating heart O2 Business’ in-life customer support, delivering all round care in every interaction; you are the face and voice of Business Operations. Specifically, our 1st Line NOC engineers monitor, log and respond to a variety of incidents across all O2 Business services, platforms and monitoring, acting as the initial point of contact for customer issues and faults. They play a key role in protecting service availability for some of the world’s most recognised brands

Key responsibilities & accountabilities

• Manage all incoming customer interactions via telephone, email, portal etc.
• Log and correctly triage faults with high standards of detail.
• Perform first line diagnosis and troubleshooting and resolve where possible adopting a first-time fix mentality.
• Logging, following up and escalating tickets to 3rd parties.
• Pass any incidents you cannot resolve promptly to the 2nd Line NOC team with clear details.
• Keep customers and colleagues informed of progress on faults, and requests etc.
• Managing the administrative aspects of proactive network alarms and requests such as RFO’s.

Please note this role is office-based in Peterborough and will require the successful individual to work on a five day rotating shift pattern between 7:00am and 10:00pm, including weekends and Bank Holidays, as required.

Our new B2B venture. By bringing Virgin Media O2 Business and Daisy together, we’re creating a focused, digital-first B2B business serving customers across small, medium, and large enterprises, as well as the public sector. Powered by our next generation fixed and mobile infrastructure the new entity will offer a broader portfolio of best-in-class solutions - including cloud-based communication tools, voice and contact centre offerings and 5G private networks - helping us win more business and better serve our customers.

In Order to be consider you must have the followings:

• Proven experience of working with customers in a Customer Service environment
• Demonstrable ability to perform first line troubleshooting on a diverse range of products and services
• Proven exceptional organisational skills and an ability to multitask
• Experience of upholding a logical and methodical approach; with demonstrable examples of being able to explain solutions to non-technical customers

Desirable Skills

• Clear, polite and calm telephone manner
• Ability to work effectively both in a team and individually under pressure during busy periods

Working at O2 Daisy, you'll get a rewards package that is designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date.

When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. The interview process will involve a video interview and and an in person assessment centre. If you’re offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.