Being the first point of contact for Nasstar NGMS customers
To answer telephone calls, live chat and portal communications from clients and their users, ensuring a professional manner is maintained throughout
Speak with confidence on the issue at hand, reassuring the customer of a positive outcome
To correctly validate issues, including service/product offering, categorization, prioritization, advising product users through features, functionalities and initial triage detail
To resolve issues/requests on first contact

** Work as part of a team **

Actively managing and maintaining a list of assigned cases

By ensuring they are regularly updated in-line with contractual SLAs
Keeping the customer informed and updated with the progression of their issue
Ensuring any investigative work is documented in tickets you’re working on
Being accountable for collecting updates from resolver teams to see the issue through to resolution

**Conference & events support **

Set up video events sessions on the various platforms infrastructure systems and launch the video conferences at scheduled time.
Manage and support assigned video events until completion, remaining focused on the customer at all times.
Provide Live Assist, Meet & Greet and Dedicated Engineer services for customer video conferences.
Perform first line troubleshooting with the customer's local site support for problems that occur during video events.
Report and update video conference details post-conference into the centralized database accurately and concisely.
Open incident tickets against all issues reported into the centralized CSM/ITSM tool i.e. ServiceNow**accurately and concisely.
Manage and support high profile video events.

ITIL qualification or equivalent certifications
AZ-900 Microsoft Azure Fundamentals
AB-900 Microsoft 365 and AI administration
SC-900 Microsoft Security, Compliance and Identity Fundamentals
Able to respond to changing demands and operational challenges
Able to manage expectations of customers and internal stakeholders
Working for a Managed Service Provider (MSP)
Experience with cloud computing and systems including SaaS, PaaS, IaaS
Experience with the use of an ITSM toolset (ServiceNow)
Experience working within a Customer Facing Support Environment
Experienced with Windows OS and common Microsoft server workloads (e.g. AD, SQL, IIS) configuration and support
With prior experience as an engineer on Microsoft products, you will be proficient with M365 and Azure services, infrastructure, system, security and administration, OS and application support in an operational environment
You will have excellent problem-solving skills and will be able to solve technical problems from the entry level service
Your effective communication skills allow you to build internal and external relationships and solve challenges. You will be adept at communicating with various technical and non-technical people
Strong attention to detail ensuring the customer experience is of a high standard
Excellent Customer Service skills
You will have a Growth Mindset coupled with an ability to learn new skills and technologies in a fast-paced environment.

Customer Services Analyst

Key skills