Service Desk Analyst....
Service Desk Analyst - AH 2 FTE
Posted on :
21-05-2024
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
21-05-2024
Job Description
Req ID : 2855231
Achieve agreed customer service timeframes for the distribution of customer requests or problems by receiving
customer calls clarifying requirements and logging into call monitoring system
Perform key customer contact and communication functions to achieve the Service Provision team s objectives and
agreed service levels
Understand customer service principles and practice these principles i.e.
Effective communication with customers and other support staff
Clear and concise information is required to be obtained and provided within tight timeframes following defined
business processes
Identify the urgency and impact of requests and adhere to set processes
Contribute to team problem resolution processes to achieve agreed service levels
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
Enhance customer satisfaction through provision of a quality support service
Project a positive & professional image when representing Data#3 and customers
Contribute to the development of customer service delivery improvements processes procedures and documentation
Assist other staff with the adaptation of new and/or changed processes
Contribute to team s ability to achieve its maximum goals
Proactively provide input into individual training requirements
Ensure knowledge sharing is at a premium level within team
Ensure that customer service levels are achieved or exceeded
Maximize customer satisfaction through the development of trust and credibility
Adhere to contract Service Level Agreements
Enhance customer satisfaction through provision of a quality support service
Understand and adhere to contracted SLA
Provide meaningful relevant timely and accurate updates to call logging system
Contribute to team strategy
Ensure that all Health & Safety policies procedure and requirements applicable to onsite are adhered to and that a safe
working environment is maintained at all times
Uphold and adhere to Data#3 s core values guidelines policies and procedures
Take on any additional duties as requested by your manager in line with Business Unit objectives
Represent Data#3 in a professional manner and provide excellent customer service to our internal and external customers.
Additional Responsibilities
Uphold and adhere to Data#3s core values guidelines policies and procedures
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.
As part of your position in addition to (c) above you:
may be required to perform your duties offsite 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.
Key Experience Skills & Abilities
Experience
3 months experience in a service desk call centre or related undergrad program is desirable
Experience with technologies desirable:
Basic knowledge and experience with Microsoft Office suite including Microsoft Outlook
Basic Windows XP and Windows 7 troubleshooting experience
Basic PC Hardware troubleshooting
A fundamental understanding of Active Directory Exchange skills highly desirable
Demonstrated commitment to the provision of excellent customer service
An understanding of ITIL & Service Level Agreements is desirable
Skills
Strong verbal & written English communication skills
Effective time management & trouble shooting skills
Efficient keyboard & data entry skills
Highly developed customer service skills
Developed documentation skills for procedure updates and report creation
Ability
Demonstrated commitment to the provision of excellent customer service
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 assist other staff with the adaptation of new and/or changed processes
Employment Type
Full Time
Key Skills
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