Service Desk Analyst
Job Location:
West Drayton - UK
Monthly Salary:
Posted on:
Vacancies:
Job Summary
About VIRTUS
VIRTUS Data Centres is the UKs 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 revolutiondelivering 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 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.
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.
