Telefónica Tech (EN)
Technical Services Analyst
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Telefónica Tech
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. At Telefónica Tech we believe that technology can do great things: from extracting all the value of data to make the best business decisions, to ensuring the resilience of every organisation to build a more sustainable future. We serve more than 5.5m customers every day in over 175 countries, with a global ecosystem of market-leading partners. We are a global business with local strategic hubs in Spain, Brazil, the UK, and Germany.
In the UK and Ireland, Telefónica Tech UK&I has over 1,000 professionals helping leading brands and organisations across public sector, financial services and insurance, retail and manufacturing and commercial markets to unlock the power of integrated technology for all. We bring together in one place a unique combination of the best people, with the best tech and the best platforms. All in a simplified manner, to make a real difference to every business, every day. 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.
We live by our values by being open, trusted and bold. Open to new ideas and ways of doing things. Trusted by our employees, customers and partners. Bold in our decisions and actions.
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A few of our Partners & Accreditations:
- One of Microsoft UK&I’s top 3 Service Providers having achieved their most highly acclaimed Azure Expert status for the last 3 years. Also recognised as a key Fastrack and Inner Circle Partner working closely across and with Microsoft globally.
- HPE Platinum Partner and pleased to have received the HPE FY23 UK&I Solution Provider of the Year award.
- Part of the Fortinet elite VIP program and one of only 2 Ultimate Partners in the UK.
- AWS Advanced Solution provider program and Managed Service Provider program.
Job Description
As a Technical Services Analyst, you will be the first point of contact for customers reporting IT issues, delivering a professional and customer-focused support service. You will be responsible for logging and managing incidents, providing first-line technical support, and ensuring customers receive timely updates and resolutions.
Key Responsibilities
- Act as the first point of contact for customers via telephone, email, and the customer portal.
- Accurately log and categorise incidents and service requests, ensuring all relevant details are captured within the ticket management system.
- Provide first-line technical support and resolve basic IT issues at first point of contact wherever possible.
- Escalate more complex issues to the appropriate support teams, ensuring all necessary information is included.
- Proactively manage customer queries and provide regular updates on ticket progress.
- Monitor assigned tickets to ensure service levels and response times are met.
- Deliver a consistently high standard of customer service, maintaining a professional, positive, and helpful approach at all times.
- Contribute to team knowledge sharing and continuous service improvement initiatives.
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This role is well suited to an individual with strong communication skills, a customer-focused mindset, and a keen interest in troubleshooting and resolving technical issues.
Qualifications
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.
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