Service Desk Analyst

VISION & CORE VALUES

Data 3s vision is to harness the power of people and technology for a better future.

These core values define the expected behaviours of our people which in turn shape the culture of our business.

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

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

ADDITIONAL RESPONSIBILITIES

and adhere to Data#3s core values guidelines policies and procedures

Data#3 in a professional manner and provide excellent customer service to our internal and external customers.

are required to perform your duties safely without risk to your own health and safety or the health and safety of others

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 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.

Accordingly the satisfactory completion of a National Police Certificate is an inherent requirement of your position.