Service Desk Analyst

Service Desk Analyst - Level 1

Managed Service Delivery - Service Desk

Award: Professional Employees Award

Position-2491

Confidential

Copyright 2019 Data#3 Limited. All rights reserved

Page 1 of 3

Data 3's 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.

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 Purpose:

Direct Reports: 0

Position Profile: 1

Reporting To: Client Service Team Leader

Department: Managed Service Delivery - Service Desk

Line of Business: Services

Position Description

Service Desk Analyst - Level 1

Services - Managed Service Delivery - Service Desk

Vision & Core Values

Key Responsibilities

• 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

Service Desk Analyst - Level 1

Managed Service Delivery - Service Desk

Award: Professional Employees Award

Position-2491

Confidential

Copyright 2019 Data#3 Limited. All rights reserved

Page 2 of 3

a.

b.

c.

d.

customers.

Additional Responsibilities

Uphold and adhere to Data#3's 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 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.

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, high-pressured situations
• Ability to assist other staff with the adaptation of new and/or changed processes

Key Qualifications, Certifications & Training

Qualifications

Service Desk Analyst - Level 1

Managed Service Delivery - Service Desk

Award: Professional Employees Award

Position-2491

Confidential

Copyright 2019 Data#3 Limited. All rights reserved

Page 3 of 3

• Relevant Tertiary or Diploma qualifications and industry certifications are desirable

Certifications

• ITIL v3 certification highly desirable