Service Desk Analyst (after hours)

About the role

Our Service Desk Agent role is a central point of contact within the managed services team; you are required to provide high-quality, efficient support to our clients and their customers through responding to telephone calls, emails and alert monitoring.

Following ITIL processes we identify, troubleshoot and resolve incidents and service requests, working with other managed services and third party IT supplier teams to reduce and prevent recurrence.

The role is a 12 month fixed term full-time position with the possibility to extend. We have a number of roles available that may require working a range of days and shifts inclusive of weekends and nights.

The main responsibilities of the role include the following:

• Answer calls within client service level targets
• Respond to service requests and emails within client service level targets
• Utilise a knowledge base to troubleshoot and provide solutions
• Apply quality assurance process and guidelines to each interaction
• High-level First Call Resolution

You will be supported by our Staff Enablement model which includes access to an excellent learning and development program.

About you:

• You are highly autonomous, proactive and are a team player
• You have strong customer service skills with excellent written and verbal communication
• You are a fast learner and can think on your feet; this is a fast paced and constantly changing business
• You love a challenge and have great problem-solving skills.
• You have great time management skills
• You are an Australian citizen and will complete a police check and government security clearance

The following skills /experience are not essential but would be a bonus!

• ITIL v3 foundations
• Experience using Service Desk ITSM tools or CRM tools
• Windows 7 through 10
• Microsoft Office 2007 through O365
• Active Directory
• Web browsers
• Web and Mobile applications
• Microsoft Exchange
• Hardware and Software installation

About Datacom

At Datacom, we are committed to continuous improvement and develop innovative and creative solutions that add value to Datacom and our customers through Fresh Thinking.

We have high performing teams that strive to work efficiently and effectively to achieve sustainable excellence.

We are open and honest by setting expectations, sharing knowledge and providing meaningful advice.

We apply our values to everything we do and are different because of the high level of on-the-ground accountability our people and customers enjoy. Strong autonomy coupled with clear collaboration is important to us because this means we can move fast -really fast.

Our employee retention rates are enviable because we believe in the value of individual expertise and initiative, applied locally and then amplified by company can-do.