Service Desk Analyst

We are looking for a person with:

• 6 months- 2 years of experience within the IT industry in a technical role
• Advanced English level
• Available to work flexible shifts, including nights
• Excellent communication and customer service skills
• Experience working in a Service Desk or Call Centre environment
• Key skills in Microsoft technologies and core desired technical specialization
• Willingness to work out of hours as and when required
• Can do attitude and willing to perform support tasks
• Understanding of ITIL's principal

The role of Service Desk Analyst is to provide extensive IT support for both internal and external customers. The ideal candidate will have excellent communication and customer service skills, to be able to interact with our customers to ensure high quality of service in a fast- paced environment. Using our leading edge support tools, Service Desk Analysts are the front-line and face of Vohkus services and are relied upon by our customers to maintain their IT in optimum health. Most importantly Service Desk Analyst work as the primary point of contact for our customers to seamlessly deliver these services, making a vital contribution to the value Vohkus delivers to its customers.

Key Responsibilities:

• To act as the first and primary contact point for customers;
• To categorise and prioritise customer incidents and requests;
• To resolve incidents and requests effectively, or to escalate to technical teams for resolution where required;
• To accurately log incidents and requests, maintain call notes and keep customers informed at all the time;
• To identify opportunities to offer new services to customers and to raise these with Vohkus Sales quickly and effectively;
• To manage third-party suppliers to ensure that they observe their SLAs to deliver services to Vohkus customers;
• To contribute towards team and services Knowledge Bases and training plans to continually develop new capabilities within the Service Desk team;
• Taking personal ownership of task completion and delivering to required timescales;
• Provide desk-side support for Vohkus staff Visit the UK or other locations from time to time to provide on-site services or to attend Vohkus events;
• Work program: 24/7 cover with 8 hour shifts

Vohkus/Meggha is an ambitious, growing, Global IT business focused on delivering best-in-class services and solutions to our customers. As a Tier 1 CSP partner for Microsoft Cloud we have invested in our delivery capabilities to provide differentiated solutions to our customers, providing them with business advantage through the flexible and cost-effective provision of IT. Our customers include global brands as well as dynamic and innovative start-ups and we aim to deliver the highest levels of customer satisfaction to them all. This is an opportunity to join our Romanian team while it is small and to help us build a first-class technology center in Cluj. We encourage you to contribute ideas and look for new opportunities in an entrepreneurial and dynamic environment. For the right candidates, we offer career growth, the opportunity to work with blue-chip customers, training, and development, including travel to major industry events.