Support Analyst

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 Australia and New Zealand, Asia, Europe and the Americas, 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

 

The Operations Analyst provides 2nd and 3rd level support and maintenance of managed Datacom client applications (or a client application portfolio) throughout its lifecycle. 

 

This role plays an important part in the Service Operation disciplines associated with Datacom as a contracted Application Management service provider, and where required contributes to design, development, testing and service improvement for managed client applications.  

 

The purpose of this position is to utilise detailed and specific domain knowledge to provide a 24*7 support environment, for the availability and monitoring of application services for Datacom’s clients (and the applications managed on their behalf) as well as ensuring the effective execution of defined services and processes used to achieve contracted service outcomes.  

 

In addition the incumbent is expected to use analytical and communication skills to understand and provide 2nd/3rd level technical support and therefore contribute to the achievement of commercially agreed service levels and priorities. 

 

We would ideally like you to have experience problem solving and have strong analytical skills, as well as previous experience in a similar role. You will be able to take ownership of tasks and see things through to resolution as well as have the ability to quickly gain user expertise and understanding of unfamiliar systems. You will also have the desire and ability to take on additional tasks to assist the wider team when required which will provide the opportunity to gain new skills and experience in different work streams.