NOC Analyst

My client is urgently looking for a NOC Analyst to join their dynamic team based in Belrose. You will be required to act as a central point of contact within the Managed NOC, providing assistance to customers enabling them to make effective use of available software and hardware.

YOU WILL BE RESPONSIBLE FOR THE FOLLOWING DUTIES:

- Be accountable for and actively contribute toward the achievement of Customer Service Levels.
- Provide high quality technical support over the phone
- Monitor telephone queues & answer calls within stated guidelines
- Record and update calls (via phone, email & web) accurately in the Enterprise Toolset
- Provide resolution over the phone through investigation and diagnosis, using remote system management tools
- Respond to Alarms in the Network Management System
- Assign records accurately to Solver groups
- Liaise with internal and external Solver groups to satisfy customer queries
- Actively contribute content to the Knowledgebase
- Actively pursue Continuous Improvement initiatives to improve the overall performance of the NOC.

TO BE SUITABLE YOU WILL HAVE THE FOLLOWING:

- Typically tertiary qualified or relevant business/technical qualifications
- Proven experience in commercial call logging tools such as ServiceNow (administrator experience preferred), CA NOC or Remedy etc
- Proven experience in commercial in bound telephony systems typically used in Call Centres, Help/NOCs such as CISCO or ALCATEL (Supervisor Experience Preferred)
- Demonstrated experience in communication skills (eg writing business cases, proposals, statement of works, presentations, workshops and reporting, etc.)
- Demonstrated experience in negotiation skills (specifically in resetting client expectations, realigning SLA/KPI's, etc.)
- Minimum of 12-24 months work experience in an outsourced Help/NOC environment
- Practical experience in managing and delivering to Service Management disciplines (eg ITIL V3)
- Demonstrated track record/career in IT.

If you meet the requirements of this exciting role and are looking for a change, APPLY NOW. Alternatively for a confidential discussion please contact Jasmina.