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, making 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 Requests are updated in a timely manner.
Core Objectives and Responsibilities
Ensure the best service for every request.
Adhere to the prescribed processes and procedures.
Manage self-performance and support the team.
Responsibilities
The Service Desk Analyst is responsible for:
End User Satisfaction Maintain professionalism in all customer interactions, including escalations.
Address every request with an appropriate response (resolve or re-assign).
Manage customer-related incidents ensuring a speedy resolution within the SLAs.
Assist Field Technicians and NT Engineers in troubleshooting and resolution of problems.
Assist in the administration of network infrastructure.
Process Compliance Follow guidelines/scripts and ensure every customer interaction is quality compliant.
Log all requests and update the database as per the guidelines.
Maintain security of the network.
Keep manager updated on potential risks and performance deficiencies proactively.
Regularly update product knowledge and technical skills using available resources.
Incorporate Datacom values into team interactions.
Requirements
Knowledge of network hardware including routers, hubs, and switches.
Able to recreate and administer network infrastructure.
Proactive in ticket management.
Results-oriented.
Prior experience in customer telephone support or service desk.
Experience in LAN topology and infrastructure.
Ability to work in a constantly changing environment.
Skills
Tools usage.
Knowledge management center.
Technical support and problem resolution.
Written and spoken English (35 WPM).
Empathy.
Technical support and problem resolution over the phone.
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