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NSPL SOlution Advisor

NSPL Service Desk Analyst

The  NSPL Service Desk is part of the more extensive Service Operations function implementing a 24×7 cover besides our Incident Management crew based in our Reading Operations Centre.

In addition to owning the client relationship, the Service Desk is useful for managing the E2E service level performance across all operational allies. The role carries KPI targets upon performance and quality, which are needed to achieve a balance and represent the purposes of the consumer brand.

NSPL Service Desk Analyst Responsibilities

  • Support the Single Point of Communication for Operations 

  • Promote the restoration of incidents through careful 1st line diagnostics and timely assignment of tickets to the relevant resolving groups

  • Assure prompt and professional reply to all types of enquiries into the Service Desk.

  • Manage escalations as per Standard Operating Procedures.

  • Conduct impact analysis on all Incidents and Service Requests reported into the Service Desk, assuring the right priority is assigned

  • Administer E2E Service Level performance across all operational partners via Jeopardy Management process

  • Provide device testing/fault replication support for voice and data services

  • Assist and maintain the co-ordination of planned outages in co-ordination with other Operations groups

  • Ensure functional teams adhere to quality standards within the IT Service Management toolset