Helpdesk Analyst - Telco Service Desk - WAN, LAN, Broadband

Helpdesk Analyst with specific experience working on Broadband, WAN, LAN and Fixed Line Telecoms service desks required to join support function of leading mobile telco giant.

You will need to be a hard worker with an analytical approach to problem solving having previous worked on support and service desks delivering first class fault, incident, problem and change management to clients. The Fixed Line support team provide Helpdesk to Helpdesk support to CLIENTs Fixed Line & Vendor Managed customers. The team are expected to provide technical support and be responsible for the full end to end management of all Fixed Line incidents. The team also take ownership of any customer reported incidents that have been escalated by the Service Relationship team

Responsibilities
Build effective relationships with key customers and stakeholders and have the ability to manage vendors to resolve incidents within predefined SLAs.
Manage incidents within the appropriate fault management tool and maintain full and accurate details Perform trend analysis and facilitate the problem management process to resolve any underlying problems
Deliver communications to key stakeholders in the event of any service impacting incidents.
Analytical approach to problem solving and the ability to resolve problems effectively and expediently Excellent understanding of Incident, Problem and Change processes

Skillset must include
Previous Service Desk experience and exposure to fault processing
Technical skills to include an understanding of Broadband, WAN, LAN & Telecoms
This requirement is being resourced and managed via Elevate Direct, the online platform for contract work.
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