Job Description

Service Desk Analyst
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 47 countries and more than 28 000 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 Service Delivery Service Desk Analyst is the mid-level position in the Service Delivery Service Desk Management family. They operate in more complex environments and monitor the client’s network infrastructure.
The 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
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. Service Delivery Service Desk Analysts act on requests logged by Service Delivery Service Desk Associates and they ensure that the commitments made to client in service level agreements are met.
Tracking
The 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 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.
Produce and use reports
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 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.
Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society?
Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future.
We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future.
You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!
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