Service Desk Analyst - 12 month fixed-term
Provide high-quality, efficient support to our clients and their customers through responding to telephone calls, emails and alert monitoring.
Summary about this job
Other
Company: Datacom is one of Australasia’s largest professional IT services companies
Location: Melbourne
Work type: Full Time
Salary: n\a
Phone: +61-2-9325-9724
Fax: +61-3-5886-6042
E-mail: n\a
Site: n\a
Detail information about job Service Desk Analyst - 12 month fixed-term. Terms and conditions vacancy
- Young dynamic team
- Fast paced environment
- 12 month fixed-term role
About the role
Our Service Desk Analyst 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
The following skills/ experience would be a bonus to have!
- 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
With over 5,200 people, and annual revenues of over $1.2 billion, Datacom is one of Australasia's largest professional IT services companies. Datacom has extensive expertise in the operation of data centres, the provision of IT services, software engineering and application management, as well as payroll and customer service design and operations. Founded in 1965 and, operating across a number of regions, Datacom has a successful trading history of consistent growth and profitability from a track record of delivering innovative, cost effective digital and technology solutions. Datacom is committed to hiring, developing and promoting diverse talent. Our people are the best in their fields - smart, passionate, and dedicated to providing exceptional IT services to our customers. This makes for a rewarding and fast-paced work environment.