Client Support Service Desk Analyst Job at Ensono – in Caerphilly

Job Description

Ensono is a well-funded private-equity backed business that is expanding its presence internationally. True partnership is the defining thing that makes us different from the competition. We pride ourselves on delivering focused complex managed hosting and cloud infrastructure services and solutions that enables our clients across all industry sectors to ‘operate for today and optimise for tomorrow’, simplifying complex business challenges and delivering immediate value.

Our purpose remains the same: to be our client’s relentless ally, disrupting the status quo and unleashing them to do great things. Our 2,000+ associates across the world are committed to this purpose.

As part of the Service Desk team you’ll be an invaluable first point of contact for our clients. The team is responsible for proactively maintaining and enhancing the service we deliver to our clients, by effectively monitoring and responding to client alerts using our in-house Incident Management tool (Apptemetry). You will effectively manage the Support Inbox and answer all incoming telephone calls, ensuring that all incidents are routed to the correct support teams for resolution.

You’ll achieve common goals in a positive learning environment where knowledge sharing will help propel you to the next level of your career. Your day-to-day role will expose you to a broad range of technologies and in addition to our online training portal – ‘Ensono University’, you’ll be supported by both internal and external training. Longer term objectives will concentrate on developing the skills and experience necessary for you to progress into a Client Support Engineer – Level 1 position .

Key Responsibilities

Respond to client issues received by telephone, voice mail, e-mail and via the customer portal

Respond to incident alerts, making sure that they are progressed effectively within defined service levels and call management guidelines

Manage and complete scheduled tasks on time

Ensure effective client communications take place

Ensure the effective assignment and escalation of incidents to engineers where appropriate

Advise the Team Lead of emerging issues

To adhere to ITIL framework processes

Share information across your team and department

Contribute documentation to the shared knowledge base

Update, edit and remove client contacts from internal systems when necessary

Investigate and resolve event calls or incidents with a pre-defined reaction process


Basic technical awareness of IT infrastructure and the architectures deployed within Ensono solutions

Good knowledge and understanding of internet/E-commerce technology and its importance to organisations

Knowledge of the ITIL framework and its function in IT is desirable but not essential

Knowledge of a call management system and its function is desirable but not essential


Excellent customer service skills

Excellent demonstrable written and verbal English communication skills

Able to communicate in groups with confidence and conviction

Ability to multi-task and work well under pressure

Ability to be receptive to feedback, willing to learn and embrace continuous improvement

Good team working skills are essential

Ability to document processes and procedures in a clear, concise and logical manner


Previous experience in a customer service role



Primary Location City/State:
Caerphilly, UK, Vale of Glamorgan

Additional Locations (if applicable):

About Company

Company: Ensono –

Company Location:  Caerphilly

About Ensono -