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Service Desk Analyst

Booth and Partners Pte LtdMakati Commercial Center, 00, ph

30+ days ago

Job type

Quick Apply

Job description

Job Description

Service Desk Analyst - Level 1

Managed Service Delivery - Service Desk

Award : Professional Employees Award

Position-2491

Confidential

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

Page 2 of 3

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

Page 3 of 3

Relevant Tertiary or Diploma qualifications and industry certifications are desirable

Certifications

ITIL v3 certification highly desirable

Requirements

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Service Desk Analyst • Makati Commercial Center, 00, ph

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