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, 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.
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.
The core objectives and responsibilities of the Service Desk Analyst include:
Ensure the best service for every requestAdhere to the prescribed processes and proceduresManage self-performance and support the teamResponsibilities The Service Desk Analyst is responsible for:
End User SatisfactionMaintain professionalism in all customer interactions, including escalationsAddress every request with an appropriate response (resolve or re-assign)Manage customer-related incidents ensuring a speedy resolution within the SLAsAssist the Field Technicians and NT Engineers in troubleshooting and resolution of problemsAssist in the Administration of Network InfrastructureProcess ComplianceFollow guidelines/script and ensure every customer interaction is quality compliantLog all requests and update the database as per the guidelinesMaintain security of the networkSelf-development & LeadershipKeep manager updated on potential risks and performance deficiencies proactivelyRegularly update product knowledge and technical skills using available resourcesIncorporate Datacom values into team interactionsRequirements Knowledge of Network Hardware including Routers, Hubs, and SwitchesAble to recreate and administer network infrastructureProactive in ticket managementConflict resolutionResults-orientedPrior experience in customer telephone support or service deskExperience in LAN topology and infrastructureAbility to work in a constantly changing environmentSkills Tools usageKnowledge management centerWork instruction document (SOP)Soft skillsTechnical support and problem resolutionWritten and spoken EnglishTyping speed of 35 WPMCustomer ServiceEmpathyTechnical support and problem resolution over the phoneOur office is located at BGC Taguig, and we have a hybrid work setup (twice a week) with a flexible work schedule.
We promote work-life balance, and an APAC focus means no graveyard shifts!
We also provide exciting perks such as spotter fees, HMO with free 4 dependents, leave credits, performance bonuses, and a work-life balance environment.
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