Service Desk Analyst

1 day ago

Sydney, Australia Mercury xRM Full time

**Job Purpose**

Mercury Limited is a provider of market-leading technology solutions to the recruitment industry. Its primary product is a custom solution for Microsoft Dynamics 365 which is aimed primarily at recruitment agencies and businesses within professional staffing sectors.

It is the role of the Service Desk Analyst (SDA) to be responsible and accountable for customer support and incident management. From the point of ticket response through to customer feedback and resolution, the SDA’s primary objective is ensuring the customer’s positive and successful experience in using Mercury.

The Service Desk Analyst has excellent communication and rapport-building skills, experience in building relationships, and a passion for customer satisfaction. The SDA develops detailed recruitment sector and product knowledge and makes a point of truly understanding the processes and ways of working of both Mercury and its customers.

This post holder has responsibility for all assigned support tickets and manages their time to ensure successful and timely resolution, whilst ensuring customers are always kept informed and updated.

**Key Focuses**:

- Management of assigned tickets and adherence to Service Level Agreements
- Maintaining high levels of customer service
- Developing a detailed understanding of the Mercury recruitment solution

**Key Accountabilities & Responsibilities**

The Service Desk Analyst is accountable for the following core activities:

- Ensure that customer-raised incidents are clearly logged and categorised in the Incident Management software.
- Following agreed procedures, search knowledgebase, documentation, and previous requests for assistance on related incidents to establish possible solutions to calls. Document any findings on the incident in detail.
- Following agreed procedures and quality standards, respond to requests for assistance to enable callers to solve their problems by offering a solution; or by forwarding details to an appropriate team internally or advising third-party suppliers.
- Maintain accurate log entries of contact with resolution details and follow-up information.
- Ensure adherence to escalation procedures so the Management team is aware of important issues.
- Respond to escalated, complex and high-impact customer calls in a timely fashion within the Service Level Agreement.
- Maintain confidentiality with regard to the information being processed, stored, or accessed to ensure it remains fully compliant and meets security policies.
- Ensure compliance with the company change management policies and standards.
Maintain date knowledgebase articles, FAQs within Incident Management software.

**Customer**
- Build and develop mutually respectful, positive relationships with colleagues and clients to ensure that the appropriate approach to resolving incidents delivered to meet the Service Level Agreement is adopted.
- Develop, agree, and provide regular feedback to the management team of all activities engaged upon and escalate any constraints, risks, issues, dependencies, or slippage in a timely manner.
- Continually seek to reduce non-compliance with business Service Level Agreements via the precise delivery of accurately recorded incidents and supporting documentation.

**Time Management**
- Organise and manage time allocated to tasks, highlighting conflicts in priorities and progress against the plan in a timely manner.
- Accurately record time using the company time recording system.
- Monitor actual delivery against the Service Level Agreement and analyse any variances with a view to refining the accuracy of the SLA or recommended process or working practice changes to the management team to help remove redundant or over-engineered processes.

**Stakeholders**

Service Desk Analyst has a responsibility to manage the expectations of the following stakeholders.
- Client Services Manager
- Support team members
- Customer Success
- Developers
- Customers

**Knowledge, Skills & Experience**

Service Desk Analyst will have the following attributes:

- A flexible attitude with the ability to perform under pressure
- A commitment to quality and a thorough approach to troubleshooting and testing
- The ability to work well within a team
- A commitment to continuous improvement

Whilst this job description attempts to cover the main duties these may vary from time to time.

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