We Love AI JobsTechnical Services Analyst
Telefónica Tech (EN)This hybrid role is the first point of contact for customers reporting IT issues. You will respond through phone, email and a customer portal, log tickets, resolve basic incidents and provide customer service.
Skills & Expertise
Key Responsibilities
Respond to customers by telephone, email and customer portal as their first point of contact.
Log customer issues accurately in the ticket management system.
Resolve basic incidents where possible and proactively address customer queries.
Full Description
Job Description
Technical Services Analyst to provide support as the first point of contact for customers
reporting IT issues. You will provide an exceptional standard of customer service when
answering calls, responding to customer queries and logging tickets.
Key Responsibilities:
• First point of contact for customers via telephone, email and our customer portal
• Log tickets accurately, with a high level of detail on the ticket management system
• Carry out basic incident resolution (first time fixes) where possible
• Proactively deal with customer queries
• Maintain a positive attitude and a high level of customer service at all times
Skills & Experience:
• Excellent customer service skills
• Excellent written and verbal communication skills
• Interest in Technology
• Experience of the Microsoft Office suite
Additional Information
At Telefónica Tech, we believe inclusion is the bridge that empowers everyone to be their authentic selves. We celebrate and respect our differences because diversity drives innovation and makes us stronger.
Be yourself with us, and feel that you belong.
We welcome applicants from all backgrounds and identities regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, and sexual orientation.
We are also committed to equity, accessible hiring practices, and creating an inclusive culture through many means including TogetHer (Women's network) and our Employee Resource Groups which include Diversity and Inclusion, Telefónica Tech Pride, Neurodiversity, ELEVATE (African and Caribbean heritage network), and Sustainability.
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.