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Service Desk Analyst - After Hours

$55,000 - 60,000 per year


Our purpose

Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in.

Our Team

We are rapidly expanding our Service Desk capabilities in South Australia and always looking for talented people to join the team. Datacom thrives and succeeds when fresh thinking people join and develop our culture, and we’re looking to expand the team with focused, driven and passionate people who want to grow their careers in technology. You will be part of a team that is striving to achieve the best possible outcome for all our customers, represent Datacom in the best possible way and develop skills and knowledge that will form the foundation of a career in IT.

About the Role

We have a strong customer-centric focus and aim to be professional, flexible and easy to work with, so communication skills are vital to us. We want you to work directly with our biggest customers straight away! As a Service Desk Analyst, you will be the first point of contact for our customers and no two days will be the same as you will be thinking outside of the box to troubleshoot their issues.

What you’ll do

•You arrive enthusiastic about the day ahead, not knowing exactly what form it will take, but knowing it will be fulfilling

•You will answer calls from customers who do a variety of roles within their own organisation; we do not keep them waiting and are proud of our ability to answer within times that are determined by our client service level targets. At Datacom we have a high-level First Call Resolution

•You will help these customers by troubleshooting their issues on first point of contact.

•You will be expected to act in a highly professional yet personable manner and will apply quality assurance process and guidelines to every interaction

•You go home satisfied from a good day's work and ready to socialise, refresh and do it all again tomorrow!

What you’ll bring

Your enthusiasm plus your verbal and written communication skills will be key to your success in this role. Ideally, you’ll have experience in a service desk role and dedicated to providing a high level of customer service. You’ll have experience with the following:

•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

Our Service Desk is a 24/7 operation so you must have the flexibility to work varied hours which are defined by rosters. We will review applications as they come through, and you can expect contact from us within a week. Only candidates who hold Australian Citizenship or Permanent Residency will be considered.

Please note, this role is based in Modbury

The Nitty Gritty

We have over 6,200 people across our global offices, and generate an annual revenue of over $1.2 billion, this makes us one of Australasia’s largest professional IT services companies. We have extensive expertise in operating data centres, 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.

If you are keen to join an organization that recognizes people who add value to the business and this is the role you've been looking for, then please apply now!