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Service Desk Analyst

Remote:

Full Remote

Contract:

Full time

Work from:

Philippines

Offer summary

Qualifications:

1 year experience in Service Desk or Call Centre, Understanding of ITIL and SLAs desirable, Intermediate knowledge of Microsoft Office, ITIL v4 certification highly desirable.

Key responsabilities:

Monitor calls and identify urgency of requests
Provide updates and escalation support to stakeholders

Booth & Partners Large http://www.boothandpartners.com

1001 - 5000 Employees

See more Booth & Partners offers

Job description

About the Client:

A leading and award-winning Australian IT services and solutions provider, Data#3 Limited (DTL), is focused on helping customers to harness the power of people and technology for a better future.

Built on a foundation of over 45 years’ experience, combined with world-leading vendor technologies, Data#3 is constantly evolving its solutions and services to enable its customers’ success. Leveraging solutions such as cloud, modern workplace, security, data & analytics and connectivity, combined with Data#3’s services across consulting, project services and managed services, Data#3 is delivering the digital future.

Listed on the ASX in 1997, Data#3 reported revenues of $2.2 billion in the 2022 financial year and has more than 1,200 employees. Headquartered in Brisbane, it has facilities across 12 locations in Australia and Fiji.

Job Summary:

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.

Job 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

Requirements

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 gapsQualifications
Relevant Tertiary or Diploma qualifications and industry certifications are desirable
ITIL v4 certification highly desirable
Lean Six Sigma highly desirable