Detailed Job Description

Job title:

Service Desk Analyst

Organisation:

HP Enterprise Services

Capability:

Global Service Desk APJ

Location:

Multiple

Reporting to:

Supervisor

NOTE: When appointed to this position, it is anticipated that more specific deliverables will be
drawn up to reflect the uniqueness of the role. It is expected that this position description will
evolve through the process of discussion and feedback.

Purpose of the position

Service Desk Analysts are required to support HP Clients and the attainment of contractual service levels in
the achievement of prompt response, high level customer service and technical first contact support.
They are required to clearly articulate customer requirements and interface with a variety of HP second level
teams/service provider groups. Calls to the Service Desk can be varied and complex requiring a wide range
of technical knowledge and interpersonal skills to assist, diagnose and or resolve issues. Service Desk
Analysts refer problems and issues to specialist groups when required.
This also includes:

On the phone diagnostics and troubleshooting

Liaising with Service Provider Groups and external vendors
Working to achieve team wide Service Levels for phone answer and resolution
Ensuring appropriate process standards are met and maintained
Accurate documentation of calls and problems
Initiate the problem management workflow process
Identification of areas of process improvement
Actioning of requests and the delegation of related tasks to the appropriate areas

Key Accountabilities

st

1 Level telephone and other media contact support

Compliance to regional Call Handling procedure via Quality Monitoring program
Strive for a high level of first contact resolution
Deliver consistently high levels of customer service
Accurate documentation of calls and cases
Manage time and workload to meet predetermined service levels
Maintain data accuracy in call logging tool through contact validation
Assign problem cases and request tasks to the correct provider group
Follow up call logging tool cases and requests to completion
Perform appropriate diagnostics to initiate problem management workflow process
Provide clients with problem reference numbers and request numbers
Understanding of various media sources that interface with the Service Desk

V5.2 March 2011

Printed copies of this document are considered to be uncontrolled and are not subject to updates.

Support multiple clients through customer service professionalism and insight

To become multi-skilled as workload changes occur within the Service Desk
To be able to champion, implement or support change
Identify process efficiencies within the Service Desk and to take corrective action to implement change
To discover and document process and procedures which need to be published to the team or on
knowledgebase
Respond to and resolve customer requests, in relation to software, hardware and network operations
difficulties by providing fast, efficient and friendly customer service
Demonstrate professional behaviour in accordance with analyst scorecard and performance process

Authority and Level of Approval

This position has no level of approval authority for financial matters or people care within workgroup

Absence Plan
The usual successor to a Service Desk Analyst will be identified and formally advised at the time by the
respective Supervisor or Service Desk Site Leader.

Measures

Increased customer satisfaction as demonstrated via Service Excellence Dashboard

Decreased average speed of answer and call wait times
Increased Fixed on First statistics
Accurately following call logging tool standards and procedures (as demonstrated through AP Metrics
report )
Average time to restore problems trending downwards
Average time to complete requests trending downwards
nd
Correct assignment of cases to 2 level support (as demonstrated through AP Metrics report)
Ownership of cases raised (as demonstrated through AP Metrics report)
Achieve productivity and performance measures (as demonstrated through Employee Scorecard)
Comply with call handling processes (as demonstrated through Quality Monitoring program)

Key Relationships
Direct reports
Nil
Internal relationships

Service Desk staff, Supervisors and Management

Work closely with the staff of Service Provider groups across multiple disciplines
Regional Support Office

External

Receive incoming and initiate necessary outgoing contact with all supported clients and external
vendors and agencies as required

V5.2 March 2011

Printed copies of this document are considered to be uncontrolled and are not subject to updates.

Person Specification
Qualifications/Experience

Education, training and/or relevant experience equivalent to the completion of a relevant certificate
course and/or relevant experience in Information Technology service delivery
Previous experience in providing Service Desk services
Previous experience in customer service support

Core Competencies

Ability to communicate at all levels, both technical and non-technical

Professional, confident manner
Time management skills
Excellent and effective communication (written and oral), telephone and listening skills
Ability to perform well as part of a team under direct supervision
Strong customer focus with prior experience in a customer service role
Strong interpersonal skills
Analytical and diagnostic skills
Desire to work in a rapidly changing environment
Demonstrated ability to prioritise tasks and work under pressure
Demonstrated ability to actively participate and work within a team
Demonstrate ability to appropriately deal with difficult clients and situations with the ability to negotiate
mutually satisfactory outcomes
Ability to comprehend and uphold HP Policies and Procedures

Desirable Skill Requirements

Experience with current Service Desk software and hardware technologies

Knowledge of Service Desk environment
Competent in MS Office and other standard software

Special Requirements

Adherence to 24 X 7 roster

V5.2 March 2011

Printed copies of this document are considered to be uncontrolled and are not subject to updates.