Service Desk Technician

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

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