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 $
- 2 billion, this makes us one of Australasias 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:
- Ensure the best service for every request
- Adhere to the prescribed process and procedures
- Manage self-performance and support the team
Responsibility
The Service Desk Analystis responsible for:
- 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
- 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
- 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:
Knowledge of Network Hardware including Routers, Hubs, and Switches
Able to recreate and administer network infrastructure
Proactive in ticket management
Conflict resolution
Results-oriented
Prior experience in customer telephone support or service desk
Experience in LAN topology and infrastructure.
Working in a constantly changing environment
Skills
Tools usage
Knowledge management center
Work instruction document (SOP)
Soft skills
TS and problem resolution
Written and spoken English
35 WPM
Customer Service
Empathy
TS and problem resolution over the phone
