ANS Group
Technical Analyst
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The Role
As a Technical Analyst, you will be responsible for triaging, investigating, and resolving tickets, escalating where necessary to ensure the best possible outcome for customers. You'll take primary ownership of request, incident, and change tickets, remaining accountable to both customer and your Squad Leader throughout the process.
What Will I Be Doing?
- Work with the Squad Leader on any quality-related issues
- Manage a customer & monitoring tickets both technically and procedurally via Phone, Email, Web portal, or monitoring platforms in line with defined SLAs and KPIs
- Manage ticket queue and assist other team members where appropriate
- Understand, maintain, and deliver the current service desk procedures
- Escalation and proactive chasing of Vendors and external support groups
- Responsible for assessing and implementing Standard Changes as well as implementing normal changes.
- Carrying out scheduled customer work out of hours.
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What Will I Bring to the Role?
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Your very own career expert that helps elevate your application to the next level.
- Previous experience in a service desk environment
- Working knowledge or an awareness of public cloud (Azure/AWS)
- Self-motivation to ensure consistent high levels of service are delivered
- A passion for technology and a customer-obsessed approach
- Eligibility for HMG Security Clearance (5 years minimum of UK addresses is required for this)
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