Customer Service Network Analyst

** Motorola Solutions values your privacy**    .Customer Service Network Analyst page is loaded## Customer Service Network Analyst locations:
Rugby, UK (ZUK
107) time type:
Full time posted on:
Posted Todayjob requisition :
R60884##
** Company Overview
** At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.##

** Department Overview
** This role will work within the UK Managed Services (UKMS) Operations Centre, specifically within the Network Operations Centre (NOC). The NOC is responsible for providing exceptional customer service through the early identification and rectification of customer and network incidents across the UKMS products and services we support, which includes, but not limited to the Airwave network, Guardian Public Safety Solution, Pronto mobile application, body worn video and in car video.
These products are mission critical solutions delivered to blue light and public safety organisations. It is therefore critical that any loss of service is rectified quickly to ensure the safety and welfare of the public and our customers.
The NOC is responsible for monitoring alarms and alerts via the network management tools and the initial handling of customer, supplier, engineering and change management calls, providing first time fix where possible and handing off to appropriate resolver groups where this is not possible. The accurate logging of incidents and service requests with the correct information, severity and impact is critical to ensure service is restored within SLA, which results in customer satisfaction and minimises the risk of service credits to the organisation.
The service management processes delivered / supported by the UKMS NOC in order to ensure the identification, recording, progression and resolution of issues are event management, incident management, major incident management, service request management, change management and problem management.##

Job Description
** This role is onsite in our Rugby offices 5 days a week.
** Responsible for accurately recording incidents reported by Network Management Tools and by customers directly, ensuring that the incident is accurately logged with the correct information, severity and impact and that any incidents which may breach SLA are escalated accordingly.

To deliver excellent customer service to Motorola customers (including Airwave IT and Airwave Direct customers), through effective and professional handling of Incidents, Service Requests, Queries and Complaints via telephone, email, web chat or the Service Management Terminal.

This role is the Motorola UK first point of customer contact and is in place to deliver first class service through effective recognition, progression and resolution of incidents. The role holder will understand and respond to the customer's needs efficiently, effectively and professionally to ensure outstanding service delivery.
** Scope of Responsibilities / Expectations:
*** The role requires strength in, organisation, collaboration, communication, negotiation, service delivery, influencing and the ability to provide excellent customer service
* Ability to develop and maintain strong working relationships within and outside the service desk environment
* The ability to operate successfully in a demanding environment, whilst maintaining high morale, high achievement and actively supporting the collaborative culture that drives success
* Proactive approach to removing barriers and finding solutions to problems
* Flexible approach to operational demands and situations due to the changing nature of the role
** Key Responsibilities and Accountabilities:
*** Monitoring of Network Management Tools to ensure accurate and timely investigation, diagnostics and resolution of all…