Technical Services Analyst

Telefónica Tech (part of the Telefónica Group) is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 exceptionally skilled employees and +60 nationalities.

We serve more than 5.5m customers every day in over 175 countries, with a global ecosystem of market-leading partners. Global strategic hubs: Spain, Brazil, the UK, Germany.

The Telefónica 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, Enterprise Applications, Workplace Services and Cyber Security & Networking.

Values: Open, Trusted and Bold

Trusted Partners:

• Microsoft: Top 3 Service Providers, Azure Expert Status, Fastrack & Inner Circle Partner
• HPE: Platinum Partner – FY23 UK&I Solution Provider of the Year
• Palo Alto & Crowdstrike: part of our NextDefense Cyber Security Portfolio
• Fortinet: Elite VIP Program – one of only 2 in the UK
• AWS: Advanced Solution & 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 

• Interview process: The interview process for this role will be an assessment centre held on 15th & 16th April. You will be asked to attend a morning or afternoon slot. The assessment centre will involve; a formal interview and role play, the opportunity to shadow the current service desk team, as well as a tour of the Belfast office.  

• 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. 

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.