Job Description

Company Description
Telefonica Tech (part of the Telefonica Group) is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 exceptionally skilled employees and +60 nationalities. At Telefonica Tech we believe that technology can do great things: from extracting all the value of data to make the best business decisions, to ensuring the resilience of every organisation to build a more sustainable future. We serve more than 5.5m customers every day in over 175 countries, with a global ecosystem of market-leading partners. We are a global business with local strategic hubs in Spain, Brazil, the UK, and Germany.
In the UK and Ireland, Telefonica Tech UK&I has over 1,000 professionals helping leading brands and organisations across public sector, financial services and insurance, retail and manufacturing and commercial markets to unlock the power of integrated technology for all. We bring together in one place a unique combination of the best people, with the best tech and the best platforms. All in a simplified manner, to make a real difference to every business, every day. The Telefonica Tech UK&I hub has an end- to-end portfolio of market leading services and develops integrated technology solutions to accelerate digital transformation through: Cloud, Data & AI (Adatis), Enterprise Applications (Incremental), Workplace Services and Cyber Security & Networking.
We live by our values by being open, trusted and bold. Open to new ideas and ways of doing things. Trusted by our employees, customers and partners. Bold in our decisions and actions.
A few of our Partners & Accreditations:

• One of Microsoft UK&I's top 3 Service Providers having achieved their most highly acclaimed Azure Expert status for the last 3 years. Also recognised as a key Fastrack and Inner Circle Partner working closely across and with Microsoft globally.
• HPE Platinum Partner and pleased to have received the HPE FY23 UK&I Solution Provider of the Year award.
• Part of the Fortinet elite VIP program and one of only 2 Ultimate Partners in the UK.
• AWS Advanced Solution provider program and Managed Service Provider program.

As a Service Desk Technical Service Analyst (TSA), you will be part of a team acting as the first point of contact for a busy Service Desk supporting the Enterprise Health Services contracts, assisting our customers reporting any Information Technology (IT) related issues.
Key Responsibilities:

• Provide exceptional customer service to all customers when answering phones, responding to emails, and corresponding through incidents/requests or any other means of communication.
• Work independently whilst using your own initiative to work on an individual basis and within a team environment.
• Evaluation of customer needs, general administrative duties (not limited).
• Provide efficient and effective support to the service desk and customers
• Create, update, and close all incidents/requests within ServiceNow.

Skills & Experience:

• Excellent customer service skills
• Excellent written and verbal communication skills
• Interest in Technology
• Experience of the Microsoft Office suite
• You do not require previous IT experience for this role, training and support will be provided and is an excellent opportunity for any candidates looking to move into an IT career.

Additional information

• Successful applicants may be placed in a reserve candidate pool and considered for current and future vacancies of a similar nature within our Telefonica Tech UK&I Belfast site. Candidates may be contacted if a suitable post becomes available.
• Location: Belfast (Please note this role will expect you to be in the office for induction, with the possibility of hybrid working after successful completion of probation)
• Hours: As a Technical Service Analyst for the Heath Enterprise Services contracts, you will be required to work on a rotational shift basis, covering 24 hours, 7 days a week, 365 days a year.
• This will include weekends, overnights, and bank holidays. Shifts can be Monday to Friday (7.5 hours) or weekends and nights (12 hours).
• There is also a possibility of working 12-hour day shifts, 3 days on/3 days off on repeat in the future.
• Night shifts will be awarded a 20% uplift.

Additional Information
We don't believe hiring is a tick box exercise, so if you feel that you don't match the job description 100%, but would still be a great fit for role, please get in touch.