Service Desk Technician

Summary:

As a Service Desk Technician, you’ll be of a technical predisposition with a passion for assisting client delivery, being the first point of contact for client’s requiring technical assistance. You’ll diagnose and troubleshoot basic technical issues, escalate complex problems, and ensure a high level of client service. This role is critical in maintaining client satisfaction and ensuring smooth operations for our product and services.

Key Responsibilities:

Client Support & Issue Resolution:

• Act as the first point of contact for client technical support via multiple sources including but not limited to: phone, email, monitoring and live chat
• Logging of all interactions, incidents and service requests in a detailed manner accurately in the ticketing system
• Diagnose and troubleshoot a broad range of services including but not limited to: telephony, basic connectivity issues, 4G/5G solutions, broadband, leased lines, VoIP, WiMAX and managed services
• Guide client through troubleshooting steps to resolve common issues
• Escalating more complex issues to relevant teams with detailed information about the case, actions taken to attempt to resolve the issue and their outcomes
• Follow up with customers to ensure resolution and customer satisfaction

Network & System Monitoring:

• Monitor network and service status dashboards to identify and respond to potential issues proactively, logging events and escalating as required
• Assist in identifying patterns and trends in reported incidents to help prevent recurring issues, as part of pro-active Problem Management
• Provisioning Services:
• Assist clients with router and modem setup, basic configurations, and software updates
• Explain technical solutions in a clear and customer-friendly manner

Documentation & Process Improvement:

• Maintain accurate and detailed knowledge base articles for common technical issues and solutions, supporting the wider team in effective communication and client support resolution
• Provide feedback on recurring technical issues and suggest where improvements can be made to the support process, solutions and the wider business
• Stay updated on new products, services, and industry developments

Collaboration & Training:

• Work closely with other teams across the business including but not limited to: Finance, Technical Services, Network Operations, Field Engineering and Service Delivery to resolve client issues efficiently
• Share knowledge and best practices with colleagues to improve overall service quality

Key Skills & Experience:

Essential:

• Basic understanding of networking concepts (e.g., IP addressing, DNS, DHCP, NAT, VPN)
• Experience troubleshooting technology issues
• Natural strong problem-solving skills and ability to work under pressure
• Curious personality wanting to understand and build a depth of knowledge
• Excellent verbal and written communication skills
• Client-centric attitude with a proactive approach
• Ability to follow procedures and escalate without procrastination

Desirable:

• Previous experience in a technical services or customer service role, preferably within an ISP or telecoms environment
• Knowledge of Service Desk tools, such as monitoring platforms and ticketing systems
• Familiarity with configuring routers and modems
• Basic understanding of cybersecurity principles
• IT certifications such as CompTIA Network+, CompTIA A+, vendor qualifications or equivalent