Technical Analyst

Job Description

Join Our Team as a Technical Analyst at Virgin Media O2!

Are you passionate about providing top-notch technical support and driving service excellence? Do you have a curiosity about analysing complex issues and finding innovative solutions? If so, we have the perfect opportunity for you!

You'll play a crucial role in providing 1st and 2nd line support to our valued customers and partners. Your primary responsibilities will include resolving high-priority tickets, ensuring seamless service delivery, and continuously seeking ways to enhance the services we offer.

Who we are

The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK's biggest companies too.

Diverse, impactful teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions.

Together, we are Virgin Media O2, and we can't wait to see what you can do.

Accessible, inclusive and equitable for all

We are an equal opportunities employer, and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.

The must haves

In order to be considered, you must have the following experience;

• Proficient in using fault management tools to log and manage tickets and critical issues raised by monitoring, data analysis, customers, partners, suppliers, or 3rd parties.
• Capable of accurately assessing the impact and urgency of tickets against appropriate matrices, engaging Major Incident Management (MIM) for Critical or High Priority incidents.
• Experienced in advancing tickets to the appropriate resolution team or supplier when vital, ensuring priority setting and critical issue procedures are applied effectively and complaints are handled professionally.
• Capable of managing all tickets within the appropriate fault management tool and obtaining resolution within predefined SLAs.
• Adaptable to absorbing new technologies and services, developing processes to identify and fix faults.
• Experienced in building strong relationships with key customers and partners to ensure high levels of satisfaction.
• Experienced in liaising with MIM for High and Critical priority incidents and assisting in communication with key partners dug ring major service failures.
• Skilled in managing raised tickets and facilitating technical bridges when required to ensure successful resolution.

The other stuff we are looking for

We'd also love you to bring;

• Skilled in issuing regular updates and communicating ticket resolution to customers.
• Able to capture all required information accurately for use across support teams, reports, Problem investigations, and other purposes.
• Proficient in undertaking regular or ad-hoc service investigations as requested.
• Competent in responding to tickets or inquiries in a sympathetic and courteous manner, collating and storing information.

What's in it for you

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

Next steps

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include one stage interview.

When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. Thanks for your patience and for showing an interest in joining our family.

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