The RoleWe 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 ResponsibilitiesEnsure that the highest levels of service are delivered to Claranet''s customersProviding telephone and ticketing based customer supportAssess the impact and urgency of tickets and gather the appropriate information for the type of requestResponsible for the resolution of all customer issues raised, ensuring that customers are updated within agreed SLA''s and that all issues are resolved quickly and efficientlyMaintain accurate records of activity taken throughout the lifecycle of a ticketManagement of escalation through other teams ensuring high quality of feedback and service to customers at all timesLiaising with third party suppliers to ensure that faults are resolved within the correct time frames according to the product service level agreements in placeWorking closely with Service Management team to maintain excellent serviceDevelop a good understanding and technical expertise across Claranet''s ..... full job details .....