Service Desk Analyst

VISION & CORE VALUES Data 3’s vision is to harness the power of people and technology for a better future. These core values define the expected behaviours of our people, which in turn shape the culture of our business. POSITION PURPOSE To provide key customer contact and communication functions enabling the team to achieve agreed service levels, and to contribute to the creation and maintenance of a positive working environment that encourages the exchange and development of knowledge and skills.

POSITION PROFILE Department: Managed Service Delivery

• Service Desk Line of Business: Services KEY RESPONSIBILITIES
• Monitor telephone queues & answer calls within stated guidelines
• Identify the urgency and impact of Requests / Incidents and adhere to set processes
• Take ownership of any Major Incident (MI) and provide timely updates to stakeholders
• Coordinate and Liaise with internal and external stakeholder
• Record and provide meaningful, relevant, timely and accurate updates in the Enterprise Toolset
• Provide escalation support for Service Desk Analysts through Queue Management, Knowledge Review, and Quality Assurance
• Provide resolution over the phone through investigation and diagnosis, using remote system management tools
• Assist the Service Desk team Leader in the adaptation of new, changed, and improved processes.
• Participate in the transition of new client within the Data#3 portfolio
• Understand and adhere to set Key Performance Indicators
• Ensure that customer service levels are achieved or exceeded
• Actively pursue Continuous Improvement Initiatives to improve the overall performance of the Service Desk
• Take on any additional duties as requested by your manager in line with Business Unit objectives ADDITIONAL RESPONSIBILITIES a.Uphold and adhere to Data#3's core values, guidelines, policies and procedures b.Represent Data#3 in a professional manner and provide excellent customer service to our internal and external customers. c.You are required to perform your duties safely without risk to your own health and safety or the health and safety of others d.You are required to be flexible to work in additional roles or capacities or take on additional or varied duties, as may be assigned to you, that you are skilled and capable of performing. Data#3 may alter your position, position description, position title, location and responsibilities in accordance with changing business needs and priorities. As part of your position, in addition to (c) above, you:
• may be required to perform your duties off-site, including at customer, vendor/partner and supplier sites, which require, as a condition of entry, you to hold a National Police Certificate;
• may be responsible for accessing internal and third party computer systems containing highly sensitive confidential corporate and personal information;
• may be engaged in capacities that require Data#3 to have the highest degree of confidence that you will perform your duties with a high level of honesty and integrity. Accordingly, the satisfactory completion of a National Police Certificate is an inherent requirement of your position.

Requirements

KEY EXPERIENCE, SKILLS & ABILITIES Experience

• 1 year experience in a Service Desk, Call Centre or related graduate program is desirable
• An understanding of ITIL & Service Level Agreements is desirable
• Experience with technologies desirable:
• Intermediate knowledge and experience with Microsoft Office suite, including Microsoft Outlook
• Intermediate Windows 10 troubleshooting experience
• Intermediate PC Hardware troubleshooting
• A fundamental understanding of Active Directory, Exchange skills highly desirable
• Service-Now or similar ITSM Ticket Logging systems Skills
• Strong verbal & written English communication skills
• Effective time management & trouble shooting skills
• Highly developed customer service skills Ability
• Proven ability to work within deadlines with minimum supervision
• Flexible approach to work and work hours
• Ability to deal with busy, high-pressured situations
• Ability to mentor and support Service Desk Analysts on a technical and process level
• Ability to identify and document knowledge gaps KEY QUALIFICATIONS, CERTIFICATIONS & TRAINING Qualifications
• Relevant Tertiary or Diploma qualifications and industry certifications are desirable
• ITIL v4 certification highly desirable
• Lean Six Sigma highly desirable