Junior Service Desk Analyst
Junior Service Desk Analyst
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Job Description
Job Description
We have an exciting opportunity for a Junior Service Desk Analyst to join an award-wining video streaming platform as a service provider working with high profile clients globally!
Youll be the first point of contact for their clients helping to ensure their video streaming platforms run smoothly. Youll handle incoming support requests triage issues resolve problems where possible and escalate more complex cases to our technical specialists.
Provide first-line support for client issues via the Service Desk including prompt triage and investigation.
Take ownership of major incidents coordinating with internal teams to drive rapid resolution.
Build expertise on their video streaming platform becoming a go-to resource for clients and colleagues.
Maintain and update a knowledge base to help with self-service and internal training.
Support onboarding of new team members sharing your knowledge of our systems and processes.
Suggest and implement improvements to enhance support processes and client experience.
A degree in a relevant field ideally with a placement year or 12 years experience in a technical support/service desk role.
Familiarity with Jira Service Management or similar tools (e.g. Zendesk Freshdesk ServiceNow).
Strong analytical and problem-solving skills with the ability to ask the right questions and diagnose issues efficiently.
Excellent communication skills in English both written and verbal.
Comfortable working in a dynamic fast-paced environment as part of a small collaborative team.
Organised methodical and able to manage your time effectively.
Proficient with common business software (Microsoft 365/Office Google Docs).
Experience in SaaS or cloud-based environments especially with multi-tenant systems.
An interest in or knowledge of video streaming technology digital broadcast or related areas (e.g. video encoding metadata management CDNs).
Office location: Central London (with future shift work as the team grows to provide 24/7 support).
Participation in an on-call rota (one week in four initially).
Required Experience:
IC
Employment Type
Full Time
