Current opportunities with Ark Data Centres.

Service Desk Analyst

Location: Spring Park
Posted: 5th May 2021

Job Purpose

  • Log, manage and progress Incidents and Requests within Ark Support ASD functions i.e. change management / reporting

Key Responsibilities & Duties

  • Adhere to all established Ark Service Desk policies and procedures, including documentation of Incidents and Requests, logging all relevant information.
  • Checking Incident/Request information is accurate, complete and ensuring that appropriate priority level has been set, updating Incident/Request with additional information as required.
  • Dispatch Incidents/Requests to appropriate resolver groups according to procedures.
  • Follow Incident/Request ownership guidelines for each Incident/Request and assist in the closure, when resolved.
  • Ensuring appropriate communications are made to all interested parties for Incidents, Request Fulfilment, Problems, Changes, Planned Maintenance and Business Continuity, in line with SLAs.
  • Providing customer liaison relating to Ark services, such as Incident, Request Fulfilment, Problem, Change, Planned Maintenance and Business continuity.
  • Responsible for internal and external responses to customer service failures or Requests.
  • Co-ordinate all planned and ad-hoc service work according to agreed priorities.
  • Production of monthly reports and reviews when required.
  • Engage with and support relevant Ark processes as required.
  • To work with and assist our clients in providing contracted and ad-hoc managed service.
  • Achieve expected level of productivity, agreed with Team Lead and Senior Analyst.
  • Escalate concerns within the service desk.
  • Maintain safe working practices (Health & Safety).
  • Ensure adherence to work schedule. Respect scheduled (lunch) breaks.
  • Timely submission of holiday requests and tasks to support the smooth running of team.
  • Adhoc admin tasks to support the team.
  • Proactively manage career development, highlighting additional training requirements

Experience, Skills & Qualifications

  • Self-motivation and enthusiasm for this discipline
  • Excellent interpersonal skills with a clear, professional and confident telephone manner
  • The ability to work independently or within a wider team
  • Excellent problem solving approach and a ‘can do’ attitude
  • A calm and measured approach when under pressure
  • A natural desire to deliver customer excellence as a standard
  • Business acumen
  • A good understanding of change management and data centre operations tasks
  • Excellent verbal & written communication skills, inclusive of report writing
  • A full clean current driving licence.
  • Proven track record of customer satisfaction with a strong focus on results

Additional Requirements

  • A minimum of ‘ITIL Foundation Level’ and aligned operational experience.
  • At least 1 year of working in a Customer Service or Service Desk environment.

Apply for this position

To be considered for this position, please email your CV and a covering letter to

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