Location: UKTV, Hammersmith, London (Customer Site)
Position: Full Time / Permanent
Salary: Up to £30k plus company benefits
The Service Desk Analyst is a customer facing role, responsible for providing excellent customer service and first line on-site technical support to Circle IT’s customers at UKTV for all IT & Business System issues.
The Service Desk Analyst provides daily management of tickets generated by our proactive and reactive monitoring systems at UKTV’s site. Troubleshooting first line technical issues is a significant responsibility of the role.
The Service Desk Analyst endeavours to diagnose and/or resolve technical support queries in the first instance, and escalate unresolved issues to other technical teams. All tickets are to be actioned within the specified Service Level Agreements.
The Service Desk Analyst will be required to conduct out of hours work, provide on-call services and visit Circle IT’s office as required.
Monitoring of the What’s ON (WON) Broadcast Management System infrastructure platform hosted at Rackspace and Vistex, escalate any critical issues to the relevant supplier utilising their ticketing system
Providing desktop support of the Broadcast Management System What’s On to UKTV, Ericsson and TVT staff
User administration for new starters, movers and leavers of the What’s On Broadcast Management System
Upgrading the What’s On Broadcast Management System in production, development, training and UAT.
Responsible for assisting the customer with their questions about supported software and computing platforms to the best of his/her ability, in a customer facing, professional and courteous manner.
Day to day management of our proactive monitoring software. This includes logging all related service desk tickets on our ticket logging system and dealing with them as per the service guidelines.
Supporting Circle IT’s internal team with tasks assigned to them.
Research questions using a variety of manuals and resources, and to work with other consultants, Circle IT employees, product vendors, internal technical teams at UKTV and affiliated consulting organisations in answering any of the customer’s questions.
Familiar with the research and information resources and knowledge bases at hand.
Log information on tickets received, where required and maintain detailed and accurate records.
Interpret instructions and issues and implement actions according to administrative policies and procedures
Responsible for carrying out daily checks
Responsible for ensuring that all incidents are logged to the appropriate quality in our call management system
Ensuring that our contractual SLA’s are achieved
Monitoring of the What’s ON (WON) infrastructure platform hosted at Rackspace and Vistex, escalate any critical issues to the relevant supplier utilising their ticketing system
Providing WON desktop support to UKTV, Ericsson and TVT staff
WON user administration for new starters, movers and leavers
Upgrading the WON application in production, development, training and UAT
Assisting internal teams in the broadcast workflow (Workorders and VOD) to ensure all broadcast media is delivered to our playout platforms
Monitoring ticket progress with external suppliers to ensure they are meeting SLA
Be a proactive member of the change management process to ensure all technical changes are implemented without impacting the live service
If required, provide out of hours support
Communicate and liaise with stakeholders, respond clearly and effectively.
Establish and maintain effective working relationships with co-workers, supervisors and customers.
Pursue personal development of skills and knowledge necessary for the effective performance of the roleSupport other business operations as required
Required to occasionally visit Circle IT’s HQ in Cardiff to work and integrate into the wider team.
Experience of working within a technical customer service / IT support role (preferably in a managed services company)
Experience of working in a customer services role
Exposure to working within SLA’s (Service Level Agreements)
Technical IT Support experience (Desktop)
Experience supporting business systems
Demonstrable experience of working in a fast paced working environment
Previously worked with and have an understanding of the following technologies:
Excellent customer services and communication skills
Excellent telephone manner and customer engagement skills
Practical problem solving and negotiation skills
Strong prioritisation and troubleshooting skills
Experience supporting a broadcast management system is a distinct advantage
Approach - Passionate, creative, proactive, dynamic and enthusiastic.
Eager to learn and develop and to share knowledge with others
Passionate about IT and providing excellent customer service
Strong team work ethic
Work and behave in-line with Circle IT’s Values: Leadership, Support & Respect, Quality & Dedication, Passion & Innovation and Agility & Energy
A full job description is available by request, firstname.lastname@example.org.
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Introduction, scope & purpose of the role