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Service Desk Analyst

Remote: 
Full Remote
Contract: 
Full time
Work from: 
Philippines

Offer summary

Qualifications:

1 year experience in Service Desk or Call Centre, Familiarity with ITIL and SLA, Intermediate knowledge of Microsoft Office Suite, Relevant Tertiary or Diploma qualifications.

Key responsabilities:

  • Monitor telephone queues and answer calls
  • Provide resolution through investigation and diagnosis
Booth & Partners logo
Booth & Partners Large https://boothandpartners.com/
1001 - 5000 Employees
About Booth & Partners
We impact global start-ups and organizations to ignite their sense of mission and purpose while impacting the lives of underserved communities around the world. Our co-evolving partners seek to disrupt their industry and serve as a vehicle for change. We provide outsourcing services in the form of Talent Solutions, Managed Solutions, and Workspace Solutions helping our partners drive towards ever-greater purpose and meaning. Our values are what ultimately drive Booth and Partners. We do our best to make sure that our shared values are deeply ingrained in how we work. We understand how values are inextricably connected to all areas of our business, and we focus on ways to be intentional. These values manifest not only in how we relate to each other but how we thrive and exist in the world.
See more Booth & Partners offers

Job description

ABOUT THE CLIENT:

A leading and award-winning Australian IT services and solutions provider, Data#3 Limited (DTL), is focused on helping customers to harness the power of people and technology for a better future.

Built on a foundation of over 45 years’ experience, combined with world-leading vendor technologies, Data#3 is constantly evolving its solutions and services to enable its customers’ success. Leveraging solutions such as cloud, modern workplace, security, data & analytics and connectivity, combined with Data#3’s services across consulting, project services and managed services, Data#3 is delivering the digital future.

Listed on the ASX in 1997, Data#3 reported revenues of $2.2 billion in the 2022 financial year and has more than 1,200 employees. Headquartered in Brisbane, it has facilities across 12 locations in Australia and Fiji.




JOB SUMMARY: 

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.


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


Requirements

Experience
  • 1 year experience in a Service Desk, Call Centre or related graduate program is desirable
  • An understanding of ITIL & Service Level Agreements is desirable
  • Experience with technologies desirable:
  • Intermediate knowledge and experience with Microsoft Office suite, including Microsoft Outlook
  • Intermediate Windows 10 troubleshooting experience
  • Intermediate PC Hardware troubleshooting
  • A fundamental understanding of Active Directory, Exchange skills highly desirable
  • Service-Now or similar ITSM Ticket Logging systems
Skills
  • Strong verbal & written English communication skills
  • Effective time management & trouble shooting skills
  • Highly developed customer service skills
Ability
  • 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 gapsQualifications
  • Relevant Tertiary or Diploma qualifications and industry certifications are desirable
  • ITIL v4 certification highly desirable
  • Lean Six Sigma highly desirable


Benefits

WHAT WE OFFER:

✔ Great Place to Work-Certified Company
✔ Premium HMO
✔ Holistic employee experience
✔ Work-from-home and hybrid work setup
✔ Rewards and incentives
✔ Monthly engagement activities
✔ Career advancement opportunities
✔ Paid referral program


Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Customer Service DeskItilv3Merchandise ExchangesActive DirectoryServiceNowMicrosoft Windows 10Computer HardwareLean Methodologies

Other Skills

  • Physical Flexibility
  • Mentorship
Are you interested?

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