Customer Service Desk Analyst

About VIRTUS

VIRTUS Data Centres is a trusted provider of critical digital infrastructure across the UK and Europe. With a strong UK foundation and a rapidly expanding European presence we design build own and operate resilient secure and energy-efficient data centres for some of the worlds leading organisations.

Established in the UK VIRTUS has built a market-leading portfolio across Londons key availability zones and continues to invest significantly in the domestic market. Building on this success we expanded into continental Europe in 2023 launching our first campuses in Berlin and accelerating growth across strategic European locations through 2026 and beyond.

Our ambition is to play a key role in enabling the next generation of digital infrastructure delivering sustainable and innovative solutions while living our core values of Care Helpful Pride Reliability and Dedication.

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 day position working 10am-7PM Monday to Friday. Some flexibility may be required to work 7am-4pm to cover holidays or unplanned absences.

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 escalating where appropriate.

Issuing customer communications in support of the VIRTUS Incident and Change Man-agement 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

In line with VIRTUS Vetting Policy the successful applicant must be willing to undergo a BS7858 screening process.

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.

We reserve the right to close this post for applications should sufficient applications be received.

Search Firm Representatives Please Read Carefully 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.