Job Description

Our PurposeHere at Datacom, we connect people and technology to solve challenges, create opportunities and discover new possibilities for our communities.The Nitty GrittyWe have over 6,200 people across our global offices and generate annual revenue of over $1.2 billion, this makes us one of Australasia\xe2\x80\x99s 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 ObjectivesThe Service Desk Analyst is responsible for ensuring all Incidents or Request are updated in a timely mannerThe core objectives and responsibilities of the Service Desk Analyst include:1. Ensure the best service for every request2. Adhere to the prescribed process and procedures3. Manage self-performance and support the teamResponsibilityThe Service Desk Analystis responsible for:1. End User Satisfaction\xc2\xb7 Maintain professionalism in all customer interactions, including escalations\xc2\xb7 Address every request with an appropriate response (resolve or re-assign)\xc2\xb7 To manage customer-related incidents ensuring a speedy resolution within the SLAs\xc2\xb7 To assist the Field Technicians and NT Engineers in troubleshooting and resolution of problems\xc2\xb7 To Assist in the Administration of Network Infrastructure2. Process Compliance\xc2\xb7 Follow guidelines/script and ensure every customer interaction is quality-compliant\xc2\xb7 Log all requests and update the database as per the guidelines\xc2\xb7 Maintain the security of the network3. Self-development & leadership\xc2\xb7 Keep manager updated on potential risks and performance deficiencies proactively\xc2\xb7 Regularly updates product knowledge and technical skills using available resources\xc2\xb7 Incorporate Datacom values into team interactionsRequirementsRequirements

• 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

• 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

Datacom