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 gaps Qualifications 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 Requirements 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 gaps Qualifications Relevant Tertiary or Diploma qualifications and industry certifications are desirable ITIL v4 certification highly desirable Lean Six Sigma highly desirable