Senior Service Desk Analyst (2 FTE)

Notice (8): Use of undefined constant border - assumed 'border' [APP/View/Jobs/externalview.ctp, line 214]
Code Context
                                                        'title'=> empty($job['Company']['hideName']) ? $job['Company']['name'] : 'Confidential Company', 
                                                        'alt'=> empty($job['Company']['hideName']) ? $job['Company']['name'] : 'Confidential Company',
                                                        border=>"0"
$viewFile = '/var/www/html/laimoon/View/Jobs/externalview.ctp'
$dataForView = array(
	'uaPopup' => '',
	'Urls' => array(
		'providers' => 'https://providers.laimoon.com',
		'recruiters' => 'https://partners.laimoon.com',
		'canonical' => 'https://jobs.laimoon.com',
		'courses' => 'https://courses.laimoon.com',
		'7days' => 'http://courses.7daysindubai.com',
		'careers' => 'http://careers.7daysindubai.com',
		'careerguide' => 'https://laimoon.com',
		'jobs' => 'https://jobs.laimoon.com',
		'cms' => 'http://cms.laimoon.com',
		'profiles' => 'https://profiles.laimoon.com'
	),
	'availLocations' => array(
		'uae' => array(
			'name' => 'UAE',
			'country_id' => '2',
			'country_code' => 'ae',
			'slug' => 'uae',
			'global_location_id' => '225',
			'rel_gloc_ids' => '251,250,249,248,247,246,245,244,225',
			'currency' => 'AED',
			'currency_name' => 'UAE Dirham',
			'languages' => 'en,ar',
			'default_language' => 'en',
			'country_time_zone' => 'Asia/Dubai',
			'job_location' => '1',
			'published' => '1',
			'show' => '1'
		),
		'saudi' => array(
			'name' => 'Saudi Arabia',
			'country_id' => '183',
			'country_code' => 'sa',
			'slug' => 'saudi',
			'global_location_id' => '187',
			'rel_gloc_ids' => '274,273,272,271,269,268,267,266,265,264,263,262,261,260,259,258,257,256,255,254,253,187',
			'currency' => 'SAR',
			'currency_name' => 'Saudi Riyal',
			'languages' => 'en,ar',
			'default_language' => 'en',
			'country_time_zone' => 'Asia/Riyadh',
			'job_location' => '1',
			'published' => '1',
			'show' => '1'
		),
		'india' => array(
			'name' => 'India',
			'country_id' => '99',
			'country_code' => 'in',
			'slug' => 'india',
			'global_location_id' => '100',
			'rel_gloc_ids' => '100,465,466,467,468,469,470,471,472,473,474,475,476,477,478,479,480,481,976,994,1263,1264',
			'currency' => 'INR',
			'currency_name' => 'Indian Rupee',
			'languages' => 'en',
			'default_language' => 'en',
			'country_time_zone' => 'Asia/Kolkata',
			'job_location' => '1',
			'published' => '1',
			'show' => '1'
		),
		'south-africa' => array(
			'name' => 'South Africa',
			'country_id' => '236',
			'country_code' => 'za',
			'slug' => 'south-africa',
			'global_location_id' => '197',
			'rel_gloc_ids' => '197,498,499,500,501,502,503,504',
			'currency' => 'ZAR',
			'currency_name' => 'South African Rand',
			'languages' => 'en',
			'default_language' => 'en',
			'country_time_zone' => 'Africa/Johannesburg',
			'job_location' => '0',
			'published' => '1',
			'show' => '1'
		),
		'egypt' => array(
			'name' => 'Egypt',
			'country_id' => '61',
			'country_code' => 'eg',
			'slug' => 'egypt',
			'global_location_id' => '64',
			'rel_gloc_ids' => '64,955,957,1102,1103,1104,1105,1106,1107,1108,1109,1110,1111,1112,1113,1114,1115',
			'currency' => 'EGP',
			'currency_name' => 'Egyptian pound',
			'languages' => 'en,ar',
			'default_language' => 'en',
			'country_time_zone' => 'Africa/Cairo',
			'job_location' => '1',
			'published' => '1',
			'show' => '1'
		),
		'singapore' => array(
			'name' => 'Singapore',
			'country_id' => '188',
			'country_code' => 'sg',
			'slug' => 'singapore',
			'global_location_id' => '192',
			'rel_gloc_ids' => '192,382,432,438,445,453',
			'currency' => 'SGD',
			'currency_name' => 'Singapore Dollar',
			'languages' => 'en',
			'default_language' => 'en',
			'country_time_zone' => 'Asia/Singapore',
			'job_location' => '1',
			'published' => '1',
			'show' => '1'
		),
		'qatar' => array(
			'name' => 'Qatar',
			'country_id' => '178',
			'country_code' => 'qa',
			'slug' => 'qatar',
			'global_location_id' => '176',
			'rel_gloc_ids' => '176,252',
			'currency' => 'QAR',
			'currency_name' => 'Qatar Rial',
			'languages' => 'en,ar',
			'default_language' => 'en',
			'country_time_zone' => 'Asia/Qatar',
			'job_location' => '1',
			'published' => '1',
			'show' => '1'
		),
		'pakistan' => array(
			'name' => 'Pakistan',
			'country_id' => '169',
			'country_code' => 'pk',
			'slug' => 'pakistan',
			'global_location_id' => '164',
			'rel_gloc_ids' => '164,979,1052,1053,1054,1055,1056,1057,1058,1059,1060,1061,1062,1063,1064,1065,1066,1067,1068,1069,1070,1071',
			'currency' => 'PKR',
			'currency_name' => 'Pakistani rupee',
			'languages' => 'en',
			'default_language' => 'en',
			'country_time_zone' => 'Asia/Karachi',
			'job_location' => '1',
			'published' => '1',
			'show' => '1'
		),
		'kuwait' => array(
			'name' => 'Kuwait',
			'country_id' => '116',
			'country_code' => 'kw',
			'slug' => 'kuwait',
			'global_location_id' => '116',
			'rel_gloc_ids' => '116,276,277,278,279,280,281',
			'currency' => 'KWD',
			'currency_name' => 'Kuwait Dinar',
			'languages' => 'en,ar',
			'default_language' => 'en',
			'country_time_zone' => 'Asia/Kuwait',
			'job_location' => '1',
			'published' => '1',
			'show' => '1'
		),
		'oman' => array(
			'name' => 'Oman',
			'country_id' => '163',
			'country_code' => 'om',
			'slug' => 'oman',
			'global_location_id' => '163',
			'rel_gloc_ids' => '163,282,283,284,285,286,287,288,289,290,291',
			'currency' => 'OMR',
			'currency_name' => 'Oman Rial',
			'languages' => 'en,ar',
			'default_language' => 'en',
			'country_time_zone' => 'Asia/Muscat',
			'job_location' => '1',
			'published' => '1',
			'show' => '1'
		),
		'jordan' => array(
			'name' => 'Jordan',
			'country_id' => '106',
			'country_code' => 'jo',
			'slug' => 'jordan',
			'global_location_id' => '110',
			'rel_gloc_ids' => '110,958,959,1101,1247,1246,1245,1244,1243,1242,1241,1240,1239',
			'currency' => 'JOD',
			'currency_name' => 'Jordanian Dinar',
			'languages' => 'en,ar',
			'default_language' => 'en',
			'country_time_zone' => 'Asia/Amman',
			'job_location' => '1',
			'published' => '1',
			'show' => '1'
		),
		'philippines' => array(
			'name' => 'Philippines',
			'country_id' => '168',
			'country_code' => 'ph',
			'slug' => 'philippines',
			'global_location_id' => '171',
			'rel_gloc_ids' => '171,482,483,484,485,486,487,488,489,490,491,492,493,494,495,496,497,1262',
			'currency' => 'PHP',
			'currency_name' => 'Philippine Peso',
			'languages' => 'en',
			'default_language' => 'en',
			'country_time_zone' => 'Asia/Manila',
			'job_location' => '1',
			'published' => '1',
			'show' => '1'
		),
		'bahrain' => array(
			'name' => 'Bahrain',
			'country_id' => '23',
			'country_code' => 'bh',
			'slug' => 'bahrain',
			'global_location_id' => '17',
			'rel_gloc_ids' => '17,292,293,294,295,314,297,298,299,300,301,302,303,304,1276,1277',
			'currency' => 'BHD',
			'currency_name' => 'Bahrain Dinar',
			'languages' => 'en,ar',
			'default_language' => 'en',
			'country_time_zone' => 'Asia/Bahrain',
			'job_location' => '1',
			'published' => '1',
			'show' => '1'
		),
		'sri-lanka' => array(
			'name' => 'Sri Lanka',
			'country_id' => '123',
			'country_code' => 'lk',
			'slug' => 'sri-lanka',
			'global_location_id' => '200',
			'rel_gloc_ids' => '200,1047,1048,1049,1084,1085,1086',
			'currency' => 'LKR',
			'currency_name' => 'Sri Lankan rupee',
			'languages' => 'en',
			'default_language' => 'en',
			'country_time_zone' => 'Asia/Colombo',
			'job_location' => '1',
			'published' => '1',
			'show' => '1'
		),
		'united-kingdom' => array(
			'name' => 'United Kingdom',
			'country_id' => '74',
			'country_code' => 'gb',
			'slug' => 'united-kingdom',
			'global_location_id' => '226',
			'rel_gloc_ids' => '226,1035,1036,1037,1038,1039,1040,1041,1042,1043,1044,1045,1046,1050,1259,1260,1261,1267',
			'currency' => 'GBP',
			'currency_name' => 'British Pound',
			'languages' => 'en',
			'default_language' => 'en',
			'country_time_zone' => 'Europe/London',
			'job_location' => '1',
			'published' => '1',
			'show' => '1'
		),
		'malaysia' => array(
			'name' => 'Malaysia',
			'country_id' => '149',
			'country_code' => 'my',
			'slug' => 'malaysia',
			'global_location_id' => '131',
			'rel_gloc_ids' => '131,131,980,1051',
			'currency' => 'MYR',
			'currency_name' => 'Ringgit',
			'languages' => 'en',
			'default_language' => 'en',
			'country_time_zone' => 'Asia/Kuala_Lumpur',
			'job_location' => '1',
			'published' => '1',
			'show' => '1'
		),
		'nepal' => array(
			'name' => 'Nepal',
			'country_id' => '159',
			'country_code' => 'np',
			'slug' => 'nepal',
			'global_location_id' => '151',
			'rel_gloc_ids' => '151,981,1096,1097,1098',
			'currency' => 'NPR',
			'currency_name' => 'Nepalese Rupee',
			'languages' => 'en',
			'default_language' => 'en',
			'country_time_zone' => 'Asia/Kathmandu',
			'job_location' => '1',
			'published' => '1',
			'show' => '1'
		),
		'nigeria' => array(
			'name' => 'Nigeria',
			'country_id' => '155',
			'country_code' => 'ng',
			'slug' => 'nigeria',
			'global_location_id' => '158',
			'rel_gloc_ids' => '158,995,996,997,1095',
			'currency' => 'NGN',
			'currency_name' => 'Nigerian Naira',
			'languages' => 'en',
			'default_language' => 'en',
			'country_time_zone' => 'Africa/Lagos ',
			'job_location' => '1',
			'published' => '1',
			'show' => '1'
		),
		'newzealand' => array(
			'name' => 'New Zealand',
			'country_id' => '162',
			'country_code' => 'nz',
			'slug' => 'newzealand',
			'global_location_id' => '155',
			'rel_gloc_ids' => '155,998,999,1080,1081,1082,1083',
			'currency' => 'NZD',
			'currency_name' => 'New Zealand Dollar',
			'languages' => 'en',
			'default_language' => 'en',
			'country_time_zone' => 'Pacific/Auckland',
			'job_location' => '0',
			'published' => '1',
			'show' => '1'
		),
		'brasil' => array(
			'name' => 'Brasil',
			'country_id' => '29',
			'country_code' => 'br',
			'slug' => 'brasil',
			'global_location_id' => '30',
			'rel_gloc_ids' => '30,1000,1001,1002,1003,1004,1005,1006,1007,1008,1009,1010,1011,1012,1013',
			'currency' => 'BRL',
			'currency_name' => 'Brazilian Real',
			'languages' => 'pt',
			'default_language' => 'pt',
			'country_time_zone' => 'America/Sao_Paulo',
			'job_location' => '0',
			'published' => '1',
			'show' => '1'
		),
		'portugal' => array(
			'name' => 'Portugal',
			'country_id' => '175',
			'country_code' => 'pt',
			'slug' => 'portugal',
			'global_location_id' => '174',
			'rel_gloc_ids' => '174,1014,1015,1087,1088,1089,1090',
			'currency' => 'EUR',
			'currency_name' => 'Euro',
			'languages' => 'pt',
			'default_language' => 'pt',
			'country_time_zone' => 'Europe/Lisbon',
			'job_location' => '0',
			'published' => '1',
			'show' => '1'
		),
		'canada' => array(
			'name' => 'Canada',
			'country_id' => '36',
			'country_code' => 'ca',
			'slug' => 'canada',
			'global_location_id' => '38',
			'rel_gloc_ids' => '38,1019,1020,1021,1022,1023,1024,1025',
			'currency' => 'CAD',
			'currency_name' => 'Canadian Dollar',
			'languages' => 'en',
			'default_language' => 'en',
			'country_time_zone' => 'Canada/Saskatchewan',
			'job_location' => '0',
			'published' => '1',
			'show' => '1'
		),
		'united-states' => array(
			'name' => 'United States',
			'country_id' => '221',
			'country_code' => 'us',
			'slug' => 'united-states',
			'global_location_id' => '227',
			'rel_gloc_ids' => '227,1314,1315,1316,1317,1318,1319,1320,1321,1322,1323,1324,1325,1326',
			'currency' => 'USD',
			'currency_name' => 'US Dollar',
			'languages' => 'en',
			'default_language' => 'en',
			'country_time_zone' => 'America/New_York',
			'job_location' => '1',
			'published' => '1',
			'show' => '1'
		),
		'angola' => array(
			'name' => 'Angola',
			'country_id' => '9',
			'country_code' => 'ao',
			'slug' => 'angola',
			'global_location_id' => '6',
			'rel_gloc_ids' => '6,1016,1091,1092,1093,1094',
			'currency' => 'AOA',
			'currency_name' => 'Angolan Kwanza',
			'languages' => 'pt',
			'default_language' => 'pt',
			'country_time_zone' => 'Africa/Luanda',
			'job_location' => '0',
			'published' => '1',
			'show' => '1'
		),
		'australia' => array(
			'name' => 'Australia',
			'country_id' => '14',
			'country_code' => 'au',
			'slug' => 'australia',
			'global_location_id' => '13',
			'rel_gloc_ids' => '13,1026,1027,1028,1029,1030',
			'currency' => 'AUD',
			'currency_name' => 'Australian Dollar',
			'languages' => 'en',
			'default_language' => 'en',
			'country_time_zone' => 'Australia/Melbourne',
			'job_location' => '0',
			'published' => '1',
			'show' => '1'
		),
		'kenya' => array(
			'name' => 'Kenya',
			'country_id' => '108',
			'country_code' => 'ke',
			'slug' => 'kenya',
			'global_location_id' => '112',
			'rel_gloc_ids' => '112,1031,1032,1075,1076,1077,1078,1079',
			'currency' => 'KES',
			'currency_name' => 'Kenyan Shilling',
			'languages' => 'en',
			'default_language' => 'en',
			'country_time_zone' => 'Africa/Nairobi',
			'job_location' => '0',
			'published' => '1',
			'show' => '1'
		),
		'ghana' => array(
			'name' => 'Ghana',
			'country_id' => '78',
			'country_code' => 'gh',
			'slug' => 'ghana',
			'global_location_id' => '83',
			'rel_gloc_ids' => '83,1033,1034,1072,1073,1074',
			'currency' => 'GHS',
			'currency_name' => 'Ghanaian Cedi',
			'languages' => 'en',
			'default_language' => 'en',
			'country_time_zone' => 'Africa/Accra',
			'job_location' => '0',
			'published' => '1',
			'show' => '1'
		),
		'ireland' => array(
			'name' => 'Ireland',
			'country_id' => '98',
			'country_code' => 'ie',
			'slug' => 'ireland',
			'global_location_id' => '104',
			'rel_gloc_ids' => '104,104,387,388,389,390,391,392,393,394,395,396,397,398,399,400,401,402,403,404,405,406,407,408,409,410,411,412,413,414,415,416',
			'currency' => 'EUR',
			'currency_name' => 'Euro',
			'languages' => 'en',
			'default_language' => 'en',
			'country_time_zone' => 'Europe/Dublin',
			'job_location' => '0',
			'published' => '1',
			'show' => '1'
		),
		'vietnam' => array(
			'name' => 'Vietnam',
			'country_id' => '229',
			'country_code' => 'vn',
			'slug' => 'vietnam',
			'global_location_id' => '234',
			'rel_gloc_ids' => '234,1170,1171',
			'currency' => 'VND',
			'currency_name' => 'Vietnamese Dong',
			'languages' => 'en',
			'default_language' => 'en',
			'country_time_zone' => 'Asia/Ho_Chi_Minh',
			'job_location' => '0',
			'published' => '1',
			'show' => '1'
		),
		'cyprus' => array(
			'name' => 'Cyprus',
			'country_id' => '51',
			'country_code' => 'cy',
			'slug' => 'cyprus',
			'global_location_id' => '55',
			'rel_gloc_ids' => '55,1230,1231,1232,1233',
			'currency' => 'EUR',
			'currency_name' => 'Euro',
			'languages' => 'en',
			'default_language' => 'en',
			'country_time_zone' => 'Europe/Nicosia',
			'job_location' => '0',
			'published' => '1',
			'show' => '1'
		),
		'malta' => array(
			'name' => 'Malta',
			'country_id' => '144',
			'country_code' => 'mt',
			'slug' => 'malta',
			'global_location_id' => '134',
			'rel_gloc_ids' => '134,1255,1254,1253,1252,1251,1250,1249,1248',
			'currency' => 'EUR',
			'currency_name' => 'Euro',
			'languages' => 'en',
			'default_language' => 'en',
			'country_time_zone' => 'Europe/Malta',
			'job_location' => '0',
			'published' => '1',
			'show' => '1'
		),
		'maldives' => array(
			'name' => 'Maldives',
			'country_id' => '146',
			'country_code' => 'mv',
			'slug' => 'maldives',
			'global_location_id' => '132',
			'rel_gloc_ids' => '132,1172',
			'currency' => 'MVR',
			'currency_name' => 'Maldivian rufiyaa',
			'languages' => 'en',
			'default_language' => 'en',
			'country_time_zone' => 'Indian/Maldives',
			'job_location' => '0',
			'published' => '1',
			'show' => '1'
		),
		'turkey' => array(
			'name' => 'Turkey',
			'country_id' => '213',
			'country_code' => 'tr',
			'slug' => 'turkey',
			'global_location_id' => '219',
			'rel_gloc_ids' => '219,1173,1174,1175,1176',
			'currency' => 'TRY',
			'currency_name' => 'Turkish lira',
			'languages' => 'en',
			'default_language' => 'en',
			'country_time_zone' => 'Europe/Istanbul',
			'job_location' => '0',
			'published' => '1',
			'show' => '1'
		),
		'thailand' => array(
			'name' => 'Thailand',
			'country_id' => '206',
			'country_code' => 'th',
			'slug' => 'thailand',
			'global_location_id' => '213',
			'rel_gloc_ids' => '213,1177',
			'currency' => 'THB',
			'currency_name' => 'Baht',
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			'external_job_description' => '<p><p> This is a remote position. </p><b> ABOUT THE CLIENT: <br></b><br> 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. 
<p></p> 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 &amp; analytics and connectivity, combined with Data#3’s services across consulting, project services and managed services, Data#3 is delivering the digital future. 
<p></p> 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. 
<p></p><b><p></p> JOB SUMMARY: </b><p></p> 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. 
<br><b> RESPONSIBILITIES: </b><p></p><ul><li> Monitor telephone queues &amp; answer calls within stated guidelines <br></li><li> Identify the urgency and impact of Requests / Incidents and adhere to set processes <br></li><li> Take ownership of any Major Incident (MI) and provide timely updates to stakeholders <br></li><li> Coordinate and Liaise with internal and external stakeholder <br></li><li> Record and provide meaningful, relevant, timely and accurate updates in the Enterprise Toolset <br></li><li> Provide escalation support for Service Desk Analysts through Queue Management, Knowledge Review, and <br></li><li> Quality Assurance <br></li><li> Provide resolution over the phone through investigation and diagnosis, using remote system management tools <br></li><li> Assist the Service Desk team Leader in the adaptation of new, changed, and improved processes. <br></li><li> Participate in the transition of new client within the Data#3 portfolio <br></li><li> Understand and adhere to set Key Performance Indicators <br></li><li> Ensure that customer service levels are achieved or exceeded <br></li><li> Actively pursue Continuous Improvement Initiatives to improve the overall performance of the Service Desk <br></li><li> Take on any additional duties as requested by your manager in line with Business Unit objectives <br></li></ul><p></p><h3> Requirements </h3><br><b> Experience </b><br><ul><li><b>1 year experience in a Service Desk, Call Centre </b> or related graduate program is desirable <br></li><li> An understanding of ITIL &amp; Service Level Agreements is desirable <br></li><li> Experience with technologies desirable: <br></li></ul><ul><li> Intermediate knowledge and experience with Microsoft Office suite, including Microsoft Outlook <br></li><li> Intermediate Windows 10 troubleshooting experience <br></li><li> Intermediate PC Hardware troubleshooting <br></li><li> A fundamental understanding of Active Directory, Exchange skills highly desirable <br></li><li> Service-Now or similar ITSM Ticket Logging systems <br></li></ul><b> Skills </b><br><ul><li> Strong verbal &amp; written English communication skills <br></li><li> Effective time management &amp; trouble shooting skills <br></li><li> Highly developed customer service skills <br></li></ul><b> Ability </b><br><ul><li> Proven ability to work within deadlines with minimum supervision <br></li><li> Flexible approach to work and work hours <br></li><li> Ability to deal with busy, high-pressured situations <br></li><li> Ability to mentor and support <b> Service Desk Analysts </b> on a technical and process level <br></li><li> Ability to identify and document knowledge gapsQualifications <br></li><li><b> Relevant Tertiary or Diploma qualifications </b> and industry certifications are desirable <br></li><li><b> ITIL v4 certification highly desirable </b></li><li><b> Lean Six Sigma highly desirable </b></li></ul><p></p><h3> Benefits </h3><br><b> WHAT WE OFFER: </b><br> Great Place to Work-Certified Company 
<br> Premium HMO 
<br> Holistic employee experience 
<br> Work-from-home and hybrid work setup 
<br> Rewards and incentives 
<br> Monthly engagement activities 
<br> Career advancement opportunities 
<br> Paid referral program 
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<p>We specialize in providing Business and Customer Support, Lead Generation and Virtual Assistance to the SME market. Our office strives to help companies optimize operations and improve business performance.
</p> 
<p>Our partners come from global destinations such as the United States, Australia, United Kingdom and Singapore. Booth &amp; Partners was founded with the goal of helping businesses internalize the benefits of outsourcing operations which can be too costly or time consuming to handle alone. We believe that we can help companies achieve their goals by reducing overhead expenses and allowing their businesses to grow in a stable and scalable way.
</p> 
<p>Whether you have an established business or a start-up, our outsourcing solutions help your business by allowing your time to be spent on the most important area, creating value for your clients, by applying your time and expertise to strategically attend to your clients'​ needs instead of doing non-core activities.
</p> 
<p>We cultivate a culture committed to providing our partners with support and open communication. We stand behind our core values: Delivering Trust, Growth, Diligence, Passion, Compassion and Positive Team Spirit. It is our dedication and our culture that sets us apart from others.
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	'Job' => array(
		'id' => '43514484',
		'contact_id' => '3773199',
		'recruiter_id' => '74726',
		'job_function_id' => null,
		'title' => 'Senior Service Desk Analyst (2 FTE)',
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		'description' => null,
		'pay_status' => 'Free',
		'external_job_description' => '<p><p> This is a remote position. </p><b> ABOUT THE CLIENT: <br></b><br> 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. 
<p></p> 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 &amp; analytics and connectivity, combined with Data#3’s services across consulting, project services and managed services, Data#3 is delivering the digital future. 
<p></p> 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. 
<p></p><b><p></p> JOB SUMMARY: </b><p></p> 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. 
<br><b> RESPONSIBILITIES: </b><p></p><ul><li> Monitor telephone queues &amp; answer calls within stated guidelines <br></li><li> Identify the urgency and impact of Requests / Incidents and adhere to set processes <br></li><li> Take ownership of any Major Incident (MI) and provide timely updates to stakeholders <br></li><li> Coordinate and Liaise with internal and external stakeholder <br></li><li> Record and provide meaningful, relevant, timely and accurate updates in the Enterprise Toolset <br></li><li> Provide escalation support for Service Desk Analysts through Queue Management, Knowledge Review, and <br></li><li> Quality Assurance <br></li><li> Provide resolution over the phone through investigation and diagnosis, using remote system management tools <br></li><li> Assist the Service Desk team Leader in the adaptation of new, changed, and improved processes. <br></li><li> Participate in the transition of new client within the Data#3 portfolio <br></li><li> Understand and adhere to set Key Performance Indicators <br></li><li> Ensure that customer service levels are achieved or exceeded <br></li><li> Actively pursue Continuous Improvement Initiatives to improve the overall performance of the Service Desk <br></li><li> Take on any additional duties as requested by your manager in line with Business Unit objectives <br></li></ul><p></p><h3> Requirements </h3><br><b> Experience </b><br><ul><li><b>1 year experience in a Service Desk, Call Centre </b> or related graduate program is desirable <br></li><li> An understanding of ITIL &amp; Service Level Agreements is desirable <br></li><li> Experience with technologies desirable: <br></li></ul><ul><li> Intermediate knowledge and experience with Microsoft Office suite, including Microsoft Outlook <br></li><li> Intermediate Windows 10 troubleshooting experience <br></li><li> Intermediate PC Hardware troubleshooting <br></li><li> A fundamental understanding of Active Directory, Exchange skills highly desirable <br></li><li> Service-Now or similar ITSM Ticket Logging systems <br></li></ul><b> Skills </b><br><ul><li> Strong verbal &amp; written English communication skills <br></li><li> Effective time management &amp; trouble shooting skills <br></li><li> Highly developed customer service skills <br></li></ul><b> Ability </b><br><ul><li> Proven ability to work within deadlines with minimum supervision <br></li><li> Flexible approach to work and work hours <br></li><li> Ability to deal with busy, high-pressured situations <br></li><li> Ability to mentor and support <b> Service Desk Analysts </b> on a technical and process level <br></li><li> Ability to identify and document knowledge gapsQualifications <br></li><li><b> Relevant Tertiary or Diploma qualifications </b> and industry certifications are desirable <br></li><li><b> ITIL v4 certification highly desirable </b></li><li><b> Lean Six Sigma highly desirable </b></li></ul><p></p><h3> Benefits </h3><br><b> WHAT WE OFFER: </b><br> Great Place to Work-Certified Company 
<br> Premium HMO 
<br> Holistic employee experience 
<br> Work-from-home and hybrid work setup 
<br> Rewards and incentives 
<br> Monthly engagement activities 
<br> Career advancement opportunities 
<br> Paid referral program 
<p></p>#J-18808-Ljbffr',
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		'company_id' => '37272',
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		'details' => '<p>Booth &amp; Partners is based in Singapore and Manila, Philippines, established in 2013.
</p> 
<p>We specialize in providing Business and Customer Support, Lead Generation and Virtual Assistance to the SME market. Our office strives to help companies optimize operations and improve business performance.
</p> 
<p>Our partners come from global destinations such as the United States, Australia, United Kingdom and Singapore. Booth &amp; Partners was founded with the goal of helping businesses internalize the benefits of outsourcing operations which can be too costly or time consuming to handle alone. We believe that we can help companies achieve their goals by reducing overhead expenses and allowing their businesses to grow in a stable and scalable way.
</p> 
<p>Whether you have an established business or a start-up, our outsourcing solutions help your business by allowing your time to be spent on the most important area, creating value for your clients, by applying your time and expertise to strategically attend to your clients'​ needs instead of doing non-core activities.
</p> 
<p>We cultivate a culture committed to providing our partners with support and open communication. We stand behind our core values: Delivering Trust, Growth, Diligence, Passion, Compassion and Positive Team Spirit. It is our dedication and our culture that sets us apart from others.
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View::_evaluate() - CORE/Cake/View/View.php, line 948
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