24/7 Service Desk Analyst

We’re Chorus, a fast-growing MSP based near Bristol and one of the UK’s most accredited Microsoft partners. We’ve grown a lot since we started in 1999 and offer award-winning IT and Cyber Security services to help our clients get the most from their technology. Our success has been thanks to our people, and we’ve worked hard to develop a fantastic culture to attract and retain some of the best tech talent in the South West. With a clear vision and core values, a wide range of great benefits, strong team culture and real focus on personal development, we’re excited to be expanding and looking for motivated 24/7 Service Desk Analyst to join our team and play a key part in our success.

  • POSITION:Full time
  • LOCATION:
    REMOTE / PORTISHEAD, BRISTOL

The Opportunity

The Role

As 24/7 Service Desk Analyst, you will be the primary point of contact for Chorus’ diverse customer base outside of core business hours. Working on a shift rotation covering 24 hours a day, 365 days a year, you will provide an exemplary customer experience; working to resolve customer incidents and service requests quickly and efficiently whilst escalating those which are too complex or require specialist skillsets, to on-call 3rd line resource.

In addition to providing a combination of 1st and 2nd level support to our customers, you will proactively monitor customer environments, assessing and taking any necessary remedial activities in relation to system generated alerts and notifications.

You will have exposure to a wide range of technologies, have the opportunity to further develop your skills and work with fellow enthusiastic IT professionals in a positive culture and working environment. You will be expected to manage your own workload and queues, ensuring that tickets are resolved in appropriate timeframes and that customers are kept informed throughout.

Key Responsibilities

 

    • Engage with customers via multiple channels (including phone, email, chat and service portal), providing efficient and effective customer service to our customer’s end users and other key stakeholders
    • Act as the first point of contact for technical service requests and incidents
    • Create, prioritise and assign tickets within the company IT Service Management platform, and maintain accurate records across a service ticket lifecycle
    • Prioritisation and active management of all allocated tickets, ensuring resolution within agreed customer SLA’s and associated targets
    • Provide exemplary service to the customer ensuring high personal and organisational customer satisfaction scores are maintained
    • Provide 1st and 2nd line diagnosis and resolution or fulfilment of incidents and requests, achieving a first contact resolution rate of at least 70% and a first time fix rate of at least 95%
    • Accurately determining tickets that require escalation, and providing all necessary handover notes in accordance with standard operating procedures
    • Identify potential problems in accordance with the company Problem Management processes
    • Develop a good understanding of our client base whilst building and maintaining good client relationships
    • Ensure knowledge articles and customer documentation is up to date at all times
    • As a member of an ISO Compliant organisation there is a requirement to follow Chorus company policies, procedures, and guidelines for both Quality Management and Information Security Management Systems in place. As a Chorus employee you will have access to various company and client assets and will be required to maintain the level of security as identified by each asset.
    • Comply with all relevant legislative and legal requirements, including industry regulations, employment law, Data Protection and Health and Safety.
    • Demonstrate behaviours that promote our values.
    • Undertake any other duties as reasonably requested.

Location

After an initial induction and training period you will benefit from a hybrid working pattern with time spent working in the office and at home, in order to achieve that perfect blend of working within a strong team, whilst also maintaining the flexibility and benefits of working from home.

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About us

Chorus is a transformative Managed IT & Cyber Security Provider. We’re on a mission to help organisations embrace secure cutting-edge Microsoft technologies to help them transform and succeed, underpinned by our 24/7/365 service desk and Cyber Security Operations Centre (CSOC).

Today, too many companies have to compromise when choosing an IT partner. Large IT service providers often deliver an anonymous and inflexible service, whilst smaller IT partners can be enjoyable to work with, but lack the maturity and capability to deliver. We offer a unique alternative that gives our clients the best of both worlds, by delivering enterprise-level IT services but with the agility and personality of a closely trusted partner. Through our advanced technical capabilities, service excellence and exceptional people, we build long-lasting partnerships that help our clients benefit from true IT transformation.

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What can we offer you?

  • Training & Development support with latest certifications and internal team knowledge sharing through regular Lunch & Learns
  • Excellent growth and advancement opportunities to help your with career progression
  • Employee recognition scheme with vouchers and prizes and annual employee awards
  • Regular company social events and team activities
  • Wide variety of benefits: company pension, childcare vouchers, discounted gym membership, referral bonuses
  • Modern office and staff area with PS4, pool table, consoles, table football, arcade games and kitchen
  • Free parking, fruit, drinks and chocolate
  • Hybrid working

What to find out more? Why not hear from our people on Glassdoor.

Chorus team member working on service desk

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