Service Desk Analyst

Key Responsibilities:

• Monitor telephone queues and answer calls within the established service level guidelines.
• Identify the urgency and impact of incidents and service requests while adhering to established processes.
• Record and provide meaningful, accurate, and timely updates in the enterprise ticketing system.
• Investigate, diagnose, and resolve issues over the phone using remote support and system management tools.
• Accurately assign incidents and requests to the appropriate resolver groups when required.
• Deliver high-quality customer support to enhance customer satisfaction.
• Contribute knowledge articles and updates to the Knowledge Base.
• Assist team members in adapting to new or updated processes.
• Proactively identify individual training and development needs.
• Promote knowledge sharing within the Service Desk team.
• Understand and consistently meet established Key Performance Indicators (KPIs).
• Ensure customer service levels are achieved or exceeded.
• Participate in Continuous Improvement initiatives to enhance Service Desk performance.
• Perform other duties as assigned by the manager in support of business objectives.

Additional Responsibilities:

• Uphold and adhere to Data#3's core values, policies, guidelines, and procedures.
• Represent Data#3 professionally while providing exceptional customer service to both internal and external customers.
• Perform all duties in a safe manner without compromising your own health and safety or that of others.
• Be flexible in taking on additional responsibilities or performing other duties aligned with your skills and capabilities as business needs change.
• Be willing to work at customer, vendor, or partner sites when required.
• Maintain confidentiality when handling sensitive corporate and personal information.
• Successfully complete a National Police Certificate if required, as this is an inherent requirement of the role

Requirements

• At least 3 months of experience in a Service Desk, Call Centre, IT Support role, or a related undergraduate program.
• Basic knowledge and hands-on experience with:

Microsoft Office Suite (including Outlook)

Windows 10 troubleshooting PC hardware troubleshooting

Active Directory (preferred)

Microsoft Exchange (preferred)

• Understanding of ITIL principles and Service Level Agreements (SLAs) is an advantage

Skills:

• Strong verbal and written English communication skills.
• Excellent customer service skills.
• Effective time management and troubleshooting abilities.
• Strong keyboarding and data entry skills.
• Ability to document procedures and create reports.
• Ability to work independently while meeting deadlines.
• Flexible and adaptable in a fast-paced environment.

Certifications:

• ITIL® 4 Foundation Certification
• Lean Six Sigma Certification