Senior Service Desk Analyst 2 FTE
Posted on :
09-04-2024
Employer Active
1 Vacancy
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Jobs by Experience
4-5years
Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
09-04-2024
Job Description
This is a remote position.
ABOUT THE CLIENT:
A leading and awardwinning 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 worldleading 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 1200 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.
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
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
- ServiceNow 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 highpressured 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
Benefits
WHAT WE OFFER:
Great Place to WorkCertified Company
Premium HMO
Holistic employee experience
Workfromhome and hybrid work setup
Rewards and incentives
Monthly engagement activities
Career advancement opportunities
Paid referral program
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 gapsQualifications Relevant Tertiary or Diploma qualifications and industry certifications are desirable ITIL v4 certification highly desirable Lean Six Sigma highly desirable
Employment Type
Full Time
Key Skills
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