Our Purpose
Here at Datacom, we connect people and technology to solve challenges, create opportunities and discover new possibilities for our communities.
The Nitty Gritty
We have over 6,200 people across our global offices and generate annual revenue of over $1.2 billion, this makes us one of Australasia’s largest professional IT services companies. We have extensive expertise in operating data centers, providing IT services, software engineering, and application management, as well as payroll and customer service design and operations. With this comes a long list of significant clients Datacom is committed to hiring, developing, and promoting the best talent from a diverse range of backgrounds. We are local at heart, yet world-class in capability.
Role Overview and Objectives
The Service Desk Analyst is responsible for ensuring all Incidents or Request are updated in a timely manner
The core objectives and responsibilities of the Service Desk Analyst include:
1. Ensure the best service for every request
2. Adhere to the prescribed process and procedures
3. Manage self-performance and support the team
Responsibility
The Service Desk Analystis responsible for:
1. End User Satisfaction
· Maintain professionalism in all customer interactions, including escalations
· Address every request with an appropriate response (resolve or re-assign)
· To manage customer-related incidents ensuring a speedy resolution within the SLAs
· To assist the Field Technicians and NT Engineers in troubleshooting and resolution of problems
· To Assist in the Administration of Network Infrastructure
2. Process Compliance
· Follow guidelines/script and ensure every customer interaction is quality-compliant
· Log all requests and update the database as per the guidelines
· Maintain the security of the network
3. Self-development & leadership
· Keep manager updated on potential risks and performance deficiencies proactively
· Regularly updates product knowledge and technical skills using available resources
· Incorporate Datacom values into team interactions
Requirements
Requirements
Skills
