Senior Service Desk Analyst (Code: D3AASSDA)

This is a remote position.

• 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 stakeholders
  
• 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 the 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
  

• Uphold and adhere to Data#3's core values, guidelines, policies, and procedures
  
• Compliance with all relevant Legislation, standards, work procedures, and practices of Data#3 and the customer
  
• Commitment to personal safety and the safety of others, a workplace free from discrimination and harassment, and a philosophy of continual improvement
  
• Ensure that all Health & Safety policies, procedures, and requirements applicable to onsite are adhered to and that a safe working environment is always maintained
  
• Represent Data#3 in a professional manner and provide excellent customer service to our internal and external customers.
  
• You are required to perform your duties safely without risk to your own health and safety or the health and safety of others
  
• 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
  

• 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

• Relevant Tertiary or Diploma qualifications and industry certifications are desirable
  
• ITIL v4 certification is highly desirable
  
• Lean Six Sigma is highly desirable
  
• Must have Fiber Optic internet with at least 25 Mbps bandwidth
  
• Must have a backup desktop or laptop with the latest OS
  
• Must be able to work on a shifting schedule
  
• Must be amenable to working in-office once a week
  

• 1-year experience in a Service Desk, Call Centre, or related graduate program is desirable
  
• An understanding of ITIL & Service Level Agreements is desirable
  
• Intermediate knowledge and experience with Microsoft Office suite, including Microsoft Outlook (desirable)
  
• Intermediate Windows 10 troubleshooting experience(desirable)
  
• Intermediate PC Hardware troubleshooting(desirable)
  
• A fundamental understanding of Active Directory, Exchange skills highly desirable
  
• Service-Now or similar ITSM Ticket Logging systems(desirable)
  

• Strong verbal & written English communication skills
  
• Effective time management & troubleshooting skills
  
• Highly developed customer service skills
  
  

• 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
  

Benefits