Senior Service Desk Analyst

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

Position Description

Senior Service Desk Analyst

Services - Managed Service Delivery - Service Desk

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.
  

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.
  

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.