Job Description

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Service Desk Analyst

Advertiser: Dimension Data New ZealandMore jobs from this company

Job Information

Job Listing Date
14 Aug 2019
Location
Wellington, Wellington Central
Work Type
Full Time
Classification
Information & Communication Technology, Help Desk & IT Support

Service Desk Analyst

Do you believe you can do anything? Then we're here to help you do it.

 

If you have a desire to succeed and drive your own career, Dimension Data offers you the opportunity to make that happen.

 

We're positioned to lead the change in the biggest transformation that the IT industry has seen in decades — and we need your talent, skill, and ambitious ideas. As a Global Top Employer to over 27,000 great people in more than 51 countries, you'll be working with talented teams across the world. You'll be doing great things for our clients and helping them achieve their business ambitions.


We are currently looking for a Service Desk Agent to support the business in achieving its strategic objectives.

 

In this role, you will be the first line of contact for clients that use Dimension Data services and you will play an important role in ensuring that a quality professional level of service is maintained and that clients are satisfied.

 

This is a great opportunity for an individual who has a real passion for technology and is looking for a foundation role to start their IT career with a multinational organization. A strong interest in IT and the desire to learn and develop within the industry will help you succeed in this role.

 

What we expect you to do

  • First point of contact for our clients
  • Diagnosing and resolving or escalating our client's queries
  • Log Incidents into a Service Management Database and provide first point of contact and Level 1 Service Desk support for all calls
  • Diagnosis and implementation of short term fixes and escalation for second level support as required
  • Analyse incidents to identify root cause of problems and escalate via the call management system to appropriate resources
  • Ensure proper documentation is completed and call-logging system is accurately maintained for all incidents and service requests logged
  • Actively monitor the level of open incidents and ensure these are kept to a minimum
  • Follow up and/or escalate cases where required
  • Continuously look for ways to improve and enhance service delivery for optimum client satisfaction
  • Ensure the Service Level Agreement is being met or exceeded by providing excellent customer service. Provide case status updates to client
  • Maintain a knowledge base recording Problems and Known Error data, resolutions and workarounds
  • Learn, advocate and execute Dimension Data’s global processes and procedures

 

Here's what we are looking for in candidates for this job

  • Bachelor's degree or IT tertiary qualification
  • Experience in delivering exceptional customer service
  • Excellent problem solving skills
  • Good command of the English language and a clear confident telephone voice
  • Experience of ITILv3 preferred

 

Join our growing global team and accelerate your career with Dimension Data. Apply today!

 

Diversity in Dimension Data

Dimension Data is an equal opportunity employer with a global culture that embraces diversity.  All qualified applicants will receive consideration for employment and will not be unfairly discriminated against on any arbitrary ground including race, colour, sex, religion, national origin, veteran status, disability, gender identity, sexual orientation, or other protected category.



Please click the 'Apply Now' button below.

Do you believe you can do anything? Then we're here to help you do it.

 

If you have a desire to succeed and drive your own career, Dimension Data offers you the opportunity to make that happen.

 

We're positioned to lead the change in the biggest transformation that the IT industry has seen in decades — and we need your talent, skill, and ambitious ideas. As a Global Top Employer to over 27,000 great people in more than 51 countries, you'll be working with talented teams across the world. You'll be doing great things for our clients and helping them achieve their business ambitions.


We are currently looking for a Service Desk Agent to support the business in achieving its strategic objectives.

 

In this role, you will be the first line of contact for clients that use Dimension Data services and you will play an important role in ensuring that a quality professional level of service is maintained and that clients are satisfied.

 

This is a great opportunity for an individual who has a real passion for technology and is looking for a foundation role to start their IT career with a multinational organization. A strong interest in IT and the desire to learn and develop within the industry will help you succeed in this role.

 

What we expect you to do

  • First point of contact for our clients
  • Diagnosing and resolving or escalating our client's queries
  • Log Incidents into a Service Management Database and provide first point of contact and Level 1 Service Desk support for all calls
  • Diagnosis and implementation of short term fixes and escalation for second level support as required
  • Analyse incidents to identify root cause of problems and escalate via the call management system to appropriate resources
  • Ensure proper documentation is completed and call-logging system is accurately maintained for all incidents and service requests logged
  • Actively monitor the level of open incidents and ensure these are kept to a minimum
  • Follow up and/or escalate cases where required
  • Continuously look for ways to improve and enhance service delivery for optimum client satisfaction
  • Ensure the Service Level Agreement is being met or exceeded by providing excellent customer service. Provide case status updates to client
  • Maintain a knowledge base recording Problems and Known Error data, resolutions and workarounds
  • Learn, advocate and execute Dimension Data’s global processes and procedures

 

Here's what we are looking for in candidates for this job

  • Bachelor's degree or IT tertiary qualification
  • Experience in delivering exceptional customer service
  • Excellent problem solving skills
  • Good command of the English language and a clear confident telephone voice
  • Experience of ITILv3 preferred

 

Join our growing global team and accelerate your career with Dimension Data. Apply today!

 

Diversity in Dimension Data

Dimension Data is an equal opportunity employer with a global culture that embraces diversity.  All qualified applicants will receive consideration for employment and will not be unfairly discriminated against on any arbitrary ground including race, colour, sex, religion, national origin, veteran status, disability, gender identity, sexual orientation, or other protected category.

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