Teamwork where everyone’s on board. Embrace it today. About The Role The Service Desk Analyst is responsible for providing first-level support to Customers, ensuring the smooth operation of the Service Desk. The management and timely resolution of Incidents, Access Requests and the overall responsibility for all Service Desk Processes and Procedures. The Service Desk Analyst plays a crucial role in maintaining user satisfaction and operational efficiency. What You’ll Be Doing Incident Management: Respond to incoming incidents and access requests via phone, email, or ticketing system. Jeopardy Management: Manage the SLA’s of all incidents to ensure SLA adherence and escalation where required. Ticket Management: Ensure timely updates for all tickets for our customers, within SLA’s. User Support: Assist users with password reset requests for Service Portal and new user requests. Access Management: Complete and manage Access Requests into Base Station Hotels. Documentation: Maintain accurate records of incidents, service requests, and resolutions in the ticketing system. Escalation: Escalate complex issues to higher-level support teams when necessary. Knowledge Base: Contribute to the creation and maintenance of a knowledge base for common issues and solutions. Part of the core operations team who own the operations and maintenance of the end-to-end network architecture and collaborating with colleagues from Boldyn Networks’ Engineering function to leverage expertise and capability. Work collaboratively with our Field Services team and 3rd line engineering team. Ensure all Service Level Agreement targets are exceeded and provide regular updates to our Customers on the progress of faults. Provide ad hoc reports as required to senior colleagues and customers Proactively engage with all members of the Service & Operations Team to support a continuous improvement program and the service provided to our customers. Support the transition of new services by developing documentation and completing training What You’ll Bring Expertise in Service Desk protocols and operational procedures Five years’ experience as a Service Desk Analyst within the telecommunications sector Comprehensive operational background in telecommunications or public transportation industries Proficient in utilising ServiceNow for IT service management and ticketing Skilled in educating peers on Service Desk methodologies and best practices About Us At Boldyn Networks, we’re reimagining the future of interconnectivity. Our network solutions are solving some of tomorrow’s greatest challenges. We are one team across the globe. Always listening. Learning. We value different perspectives and challenge each other to be our best. Here, you can change lives today and create a better tomorrow. Why work with us? We’re large enough to deliver and maintain large-scale operations, giving you the opportunity to work on exciting projects and expand your skills. You will be surrounded talented colleagues who thrive on solving problems, just like you. Together, you will make your mark on projects that matter and find new strengths along the way. We also offer: 17,000 LinkedIn Learning courses Flexible working opportunities Parental leave with up to 20 weeks paid at full salary Holiday allowance starting at 25 days rising with length of service 4 days off each year to volunteer Ready to apply? Are you ready to create an impact that will last for generations? Join us at Boldyn Networks today. Hit apply and follow the instructions to get started. Diversity recognises the ways we differ. Our backgrounds, perspectives, and experiences. What makes us unique. And it is important to us, to our future. To build a workforce that is representative of the societies we serve. So that we can listen, learn, and understand how to solve our customers’ problems in the smartest ways possible. We are looking for passionate people from a range of backgrounds and welcome applications from any race, age, gender, background, or religion.