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
