Job Description:

The Role

We are looking for a customer-focused and proactive Service Desk Analyst to join Claranet’s Managed Services team. In this role, you will provide first-line technical support to customers, ensuring high levels of service through effective ticket management, issue resolution, and clear communication. You’ll play a key part in delivering an excellent customer experience by resolving incidents efficiently, collaborating with internal teams and third-party suppliers, and continuously developing your technical expertise across our product portfolio.

Key Responsibilities

• Ensure that the highest levels of service are delivered to Claranet’s customers
• Providing telephone and ticketing based customer support
• Assess the impact and urgency of tickets and gather the appropriate information for the type of request
• Responsible for the resolution of all customer issues raised, ensuring that customers are updated within agreed SLA’s and that all issues are resolved quickly and efficiently
• Maintain accurate records of activity taken throughout the lifecycle of a ticket
• Management of escalation through other teams ensuring high quality of feedback and service to customers at all times
• Liaising with third party suppliers to ensure that faults are resolved within the correct time frames according to the product service level agreements in place
• Develop a good understanding and technical expertise across Claranet’s entire product catalogue
• Support the Team Manager towards continued improvement of team process and customer experience
• Validate contact and ensure security process is adhered to
• Log all relevant request details, allocating category and prioritisation
• Provide first-line investigation and diagnosis, resolving at first contact whenever possible
• Keep customers informed of progress
• Contribute and search the knowledge base

Skills and Attributes

• Excellent communication skills (written and verbal)
• Excellent customer service skills
• Ability to translate technical language into user friendly information
• Good understanding and awareness of IT terminology
• Decision maker, able to act decisively under pressure
• Highly motivated, pragmatic and energetic team player, positive, determined and driven with a can-do attitude
• Ability to work in a highly pressurised environment in terms of volume and intensity of activity

Benefits

At Claranet, we go the extra mile with our people—because we believe in building a workplace where everyone feels valued and supported. Our flexible benefits package includes:

• Pension Scheme: Employer-matched contributions to help you plan for the future.
• Comprehensive Healthcare Coverage: Access to private medical care for your peace of mind and wellbeing.
• Discounted Gym Memberships: Prioritise your fitness with exclusive rates at leading gyms.
• Personalised Wellbeing Support: App-based resources and services available 24/7
• Enhanced Annual Leave: 25 days of holiday, increasing to 27 days with service, plus bank holidays and a day off for your birthday.
• Continuous Learning & Development: Ongoing opportunities to grow your skills and advance your career.

What makes us unique is Team Claranet, our internal community that supports causes close to our employees’ hearts. We offer paid charity leave, support local charities across our offices, and host annual fundraising events, all backed by a dedicated committee.

We’re proud founding members of TC4RE (Technology Community for Racial Equality) working collectively to build a more diverse and inclusive tech industry.

About Claranet

Founded at the beginning of the dot com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries.

Equal Opportunities Statement

Diversity, equity and inclusion are at the heart of what we value as an organisation. Claranet is an equal opportunities employer and all qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, age, disability or any other status protected by law. Our recruitment team are happy to support any reasonable adjustments that are needed within the recruitment process.

Ready to take the next step in your career with Claranet? Click ‘apply’ – we can’t wait to meet you!

To view full job description please visit our careers page