The Role

We are looking for a customer-focused and proactive Service Desk Analyst to join Claranet’s Managed Services team. In this role, you will provide first-line technical support to customers, ensuring high levels of service through effective ticket management, issue resolution, and clear communication. You’ll play a key part in delivering an excellent customer experience by resolving incidents efficiently, collaborating with internal teams and third-party suppliers, and continuously developing your technical expertise across our product portfolio.

Key Responsibilities

* Ensure that the highest levels of service are delivered to Claranet’s customers

* Providing telephone and ticketing based customer support

* Assess the impact and urgency of tickets and gather the appropriate information for the type of request

* Responsible for the resolution of all customer issues raised, ensuring that customers are updated within agreed SLA’s an...