Xiatech is hiring a
Service Desk Analyst

Summary

The job is for a Service Desk Analyst (2nd line) at Xiatech, a rapidly expanding organization that offers remote work. The role involves proactively monitoring the service desk, resolving incidents, liaising with customers and internal teams, performing daily checks on platform status, contributing to the creation and maintenance of the Knowledge Base, and participating in the Service Desk on-call rota and shift rota.

Requirements

• Experience in a 2nd Line Support or Service Desk Analyst role
• A strong knowledge of technical environments and have proficient problem-solving skills
• Good customer service skills and confidence on the phone
• Good understanding of IT fundamentals
• Self-motivated with a willingness to learn and adapt to changes or new situations
• Very good verbal and written communication skills

Responsibilities

• Proactively monitor the Service Desk for incidents raised by customers (external and internal) via email, portal, or phone, and for events created by the proactive monitoring system used by Xiatech
• Ensure all incidents and events are accurately logged, defined, and regularly updated in line with customer SLAs
• Liaise with customers and internal teams to maintain ticket accuracy
• Resolve incoming service requests in line with SLAs
• Perform initial triage and assessment of incoming events and incidents for customers
• Investigate and quantify incidents and events, identifying error logs as needed
• Act as a point of contact for information between customers and third-line support. Ensure calls are progressed and escalate as needed to resolve within SLAs
• Review and validate incoming SNS alerts, log inaccuracies to development, and follow up to ensure code updates
• Investigate problems from incidents, identify root causes, and work with third-line support to implement resolutions in line with SLAs
• Serve as the interface between third-line and first-line support to keep customers updated per SLAs
• Report regularly to the Service and Operations Manager and Service Desk Team Leader on ongoing priority 1 or major incidents, and any ongoing issues for timely resolution
• Perform daily checks on platform status
• Contribute to the creation and maintenance of the Knowledge Base
• Participate in the Service Desk on-call rota
• Participate in the Service Desk shift rota to ensure core hours are covered

Preferred Qualifications

• Knowledge of AWS, AWS Cloud Watch, AZURE, Google Cloud would be an advantage
• Basic understanding of JSON
• Google Cloud shares and permissions
• An understanding of ‘software as a service’ support
• Cloud Networking troubleshooting including Firewalls, DNS, DHCP & TCP/IP, VPN