Senior Service Delivery Service Desk Analyst - Dimension Data

Job Reference: HR100
Employer/Agency: Dimension Data
Location: Singapore
Experience:
Salary/Package: On application
Job Sector: General Management & Consulting
Date Posted:
Closing Date:

Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?
If you join our growing global team, you’ll be working for an industry leader with offices across five continents, in over 50 countries and more than 30 000 employees. You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies – who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.You’ll be part of a team who’s passionate about making a difference to the way technology shapes how we live and work – whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.
You’ll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success. You provide the skills, passion and ideas, and we’ll provide the platform to realise your ambitions.Great talent. Great teams. Great work. Great opportunities.
Want to be part of our team?
The Senior Service Delivery Service Desk Analyst is the mid-level position in the Service Delivery Service Desk Management family. They operate in complex environments and monitor the client’s network infrastructure.

The Senior Service Delivery Service Desk Analyst is responsible for ensuring timely restoration of service for Dimension Data clients by managing requests (Incidents, Service Requests, and Events) through to successful completion.
What you'll be doing
Logging
Senior Service Delivery Service Desk Analysts are responsible for receiving, validating and logging client requests. They capture the detail of the request and provide first line support if required. Senior Service Delivery Service Desk Analysts act on requests logged by Service Delivery Service Desk Administrators and they ensure that the commitments made to client in service level agreements are met.
Tracking
The Senior Service Delivery Service Desk Analyst tracks requests and determines current activity on it. They use this information to update task details and to provide regular updates to clients.
Escalation
These individuals analyse and interpret the requests to ensure that the classification, prioritisation and escalation of the requests are correct. They identify and escalate requests and exceptions where necessary.
Resolution
The Senior Service Delivery Service Desk Analyst works closely with his/her colleagues to ensure the swift resolution of faults. They ensure that the user and/or client are kept updated on the progress in relation to the resolution of the fault. They interact with necessary internal stakeholders and are responsible for managing requests through to resolution within the service level agreement conditions by co-ordinating product requests and liaising with relevant business colleagues to ensure resolution. The target is zero missed SLA.
Reports
Senior Service Delivery Service Desk Analysts are also responsible for producing breach and other reports that are necessary for the correct operation of our processes. They need to identify failures and short-comings in the current processes and escalate with recommendations.
Behavioural skills
The actions of the Senior Service Delivery Service Desk Analyst influence our client satisfaction and retention and they need to be professional, detail orientated and client focussed at all times. They have excellent verbal and written communication skills and are proactive and professional individuals who maintain a high level of client satisfaction.
What would make you a good fit for this role?
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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