Service Analyst
POZNAN, Poland
6 d. temu

About Lumen

Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences.

Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news., LinkedIn : / lumentechnologies, Twitter : lumentechco, Facebook : / lumentechnologies, Instagram : lumentechnologies and YouTube : / lumentechnologies.

Job Summary

The Service Analysts (SA) are part of the Global Client Response Centre and are responsible for first level technical support and case management.

First level technical support’ includes : accepting incoming calls, the ability to run real-time diagnostics, and conduct initial troubleshooting of server hardware, Active Directory, DNS, and Wide Area Network issues.

Case management’ includes ownership of client Cases until resolution, communication, and escalation.

With the SA as the central point of contact for all related actions, client communication and client records are updated on a regular basis.

Regardless of the level to which an issue may escalate, the SA retains ownership of the case throughout the lifecycle and will need to work with the teams that are working the case to ensure it is managed correctly

The SCA function is the single point of contact for all email and phone communication and for the creation of Portal, Incident and Change tickets and queries relating to these cases in the EMEA region.

Job Description

  • First point of contact for clients and other local offices seeking functionality and technical assistance with various applications, products and their delivery
  • Ensuring that the full business impact is captured / understood when dealing with Incident cases
  • Call logging on our sophisticated fault reporting system, Remedy. Tickets are then routed or escalated to the appropriate CenturyLink or Client group for resolution.
  • Provide and obtain timely updates to / from relevant parties (internal and external)
  • Ensure all issues are chased throughout the ticket life cycle
  • Manage the resolution of issues and keep clients informed.
  • Promptly escalate issues that cannot be resolved using own resources.
  • Follow Outage procedures as required and keep Customers and Management up to date at all times
  • Follow all Support processes
  • Qualifications

  • Knowledge or understanding of IT infrastructure
  • Strong interest in IT
  • Good Microsoft Office knowledge
  • Client focused
  • Excellent verbal, written and analytical skills
  • Proven customer service experience
  • Enjoy working in a team environment
  • Have good planning and organisation skills
  • Ability to respond to tight deadlines and work under pressure
  • Supportive and committed team player
  • Experience of using Ticket Management tools
  • Pro-active and motivated to do a good job for the customer
  • Requisition # : 218316

    EEO Statement

    We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, protected statuses ).

    We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.


    The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification.

    It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

    Job duties and responsibilities are subject to change based on changing business needs and conditions.

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