Role Description

Overview

We are looking for an experienced managed services analyst to be brought on here at CPS to support our current clients and upskill in our Unified Communications practice. This is a great opportunity to learn from SME’s in the space and rapidly progress to a UC engineer.

The candidate's primary responsibility will be aligned to support our current UC customer base alongside our engineers and architects. We are hands on training to build on a ready established skills that the candidate will already have in the Managed services / Infrastructure space. Further training and certifications will be provided to support the candidate on their journey.

The successful candidate will require an aptitude for working with Unified Communications to analyse, diagnose and resolve client problems, which may range from straightforward to more complicated technical issues, and a strong drive for delivering outstanding customer service. They will also require the ability to prioritise on the fly to ensure that tickets and escalations are handled and resolved in a timely manner.

This role is an excellent opportunity to develop your soft interpersonal skills whilst also becoming a Subject Matter Expert in Microsoft Technologies or Unified Communications.

The role will include working as part of a CPS team or a mix of client and CPS professionals on engagements. It will require strong interpersonal skills to complement your technical and delivery experience.

Key Responsibilities

Customer Support:

Working with customers/colleagues to identify causes of issues and reaching solutions
Log and resolve issues escalated by our customers.
Log and support requests escalated by our customers.
Escalating issues where appropriate
Logging and keeping records of customer queries
Updating documents and how to sections
Contributing to the monthly newsletter
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Publishing support documentation to assist staff with requests for information & provide staff training if required

Internal Roles:

Ownership of selected support deliverables as assigned by the service desk manager
- SLAs are within tolerance levels
  - Initial response SLAs
  - Rolling Response SLAs
- Support process and standards development
- Support Process/SOP Documentation creation/maintenance
- Supporting internal handovers for new customers
- Mentoring of new support staff and skills sharing
- Escalating long-standing unresolved calls to Tech Leads or service management
- Attending and leading the following meetings both on and offsite supporting service management:
  - External Service Reviews
  - Internal Account Reviews
- Liaising with Service Management
- Carrying our trend analysis and providing solutions to service management.

Personal

Desirable Personal Attributes

Personable, and a quick builder of relationships
Good interpersonal & customer care skills
Good writing & oral communication skills
Imaginative problem solver
Ability to work as part of a team of specialists
Appreciation of a quality approach
Sensitive to commercial opportunity
Confidence in personal abilities
Fast assimilator of information
Resilient, appropriately persistent
Strong drive for excellent customer service

Technical Experience

Fundamental understanding and experience supporting the following technologies:
- SAN’s
- Networking
- Windows Active Directory
- Azure Active Directory
- SharePoint / OneDrive
- Microsoft Exchange
- Windows Server OS
- Print Services
- Office365
- End User Hardware; Printers, PC’s, Smart Phones, Printers
- Microsoft Teams