Technical Services Analyst

The Technical Services Analyst will serve as the first point of contact for customers reporting IT issues, providing exceptional customer service. Key responsibilities include answering calls, responding to queries, and accurately logging tickets on the management system. The role involves carrying out basic incident resolution and proactively addressing customer concerns while maintaining a positive attitude.

Must Have

• First point of contact for customers via telephone, email and our customer portal
• Log tickets accurately, with a high level of detail on the ticket management system
• Carry out basic incident resolution (first time fixes) where possible
• Proactively deal with customer queries
• Maintain a positive attitude and a high level of customer service at all times
• Excellent customer service skills
• Excellent written and verbal communication skills
• Interest in Technology
• Experience of the Microsoft Office suite

Perks & Benefits

• Inclusion is the bridge that empowers everyone to be their authentic selves
• Celebrate and respect our differences because diversity drives innovation and makes us stronger
• Welcome applicants from all backgrounds and identities regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, and sexual orientation
• Committed to equity, accessible hiring practices, and creating an inclusive culture through TogetHer (Women's network) and Employee Resource Groups (Diversity and Inclusion, Telefónica Tech Pride, Neurodiversity, ELEVATE, Sustainability)

Company Description

Telefónica Tech (part of the Telefónica Group) is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 exceptionally skilled employees and +60 nationalities.

We serve more than 5.5m customers every day in over 175 countries, with a global ecosystem of market-leading partners. Global strategic hubs: Spain, Brazil, the UK, Germany.

The Telefónica Tech UK&I hub has an end- to-end portfolio of market leading services and develops integrated technology solutions to accelerate digital transformation through: Cloud, Data & AI (Adatis), Enterprise Applications (Incremental), Workplace Services and Cyber Security & Networking.

Values: Open, Bold, Trusted

Trusted Partners:

• Microsoft: Top 3 Service Providers, Azure Expert Status, Fastrack & Inner Circle Partner
• HPE: Platinum Partner – FY23 UK&I Solution Provider of the Year
• Palo Alto & Crowdstrike: part of our NextDefense Cyber Security Portfolio
• Fortinet: Elite VIP Program – one of only 2 in the UK
• AWS: Advanced Solution & Managed Service Provider Program

Job Description

Technical Services Analyst to provide support as the first point of contact for customers reporting IT issues. You will provide an exceptional standard of customer service when answering calls, responding to customer queries and logging tickets.

Key Responsibilities:

• First point of contact for customers via telephone, email and our customer portal
• Log tickets accurately, with a high level of detail on the ticket management system
• Carry out basic incident resolution (first time fixes) where possible
• Proactively deal with customer queries
• Maintain a positive attitude and a high level of customer service at all times

Skills & Experience:

• Excellent customer service skills
• Excellent written and verbal communication skills
• Interest in Technology
• Experience of the Microsoft Office suite

Additional Information

At Telefónica Tech, we believe inclusion is the bridge that empowers everyone to be their authentic selves. We celebrate and respect our differences because diversity drives innovation and makes us stronger.

Be yourself with us, and feel that you belong.

We welcome applicants from all backgrounds and identities regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, and sexual orientation.

We are also committed to equity, accessible hiring practices, and creating an inclusive culture through many means including TogetHer (Women's network) and our Employee Resource Groups which include Diversity and Inclusion, Telefónica Tech Pride, Neurodiversity, ELEVATE (African and Caribbean heritage network), and Sustainability.

We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for role, please get in touch.