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Senior Service Desk Analyst at Datacom
Wellington, Wellington, New Zealand -
Full Time

Start Date

Immediate

Expiry Date

11 Jun, 26

Salary

0.0

Posted On

13 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Leadership, Service Desk Support, Knowledge Management, Quality Assurance, Coaching, Customer Satisfaction, Stakeholder Relationship Management, Problem Solving, Communication, ITIL

Industry

IT Services and IT Consulting

Description
****INTERNAL POSITION ONLY **** About the Role Here’s a fantastic opportunity for you to develop your leadership skills within the Service Desk as a Senior Service Desk Analyst! As a Senior Service Desk Analyst, you will support the team and assist the team management with our daily run, ensuring we meet our targets and commitments to the customer. You’ll work with a team of close knit, like-minded people, who rally each other through the rushes and support each other with more in-depth queries. Responsibilities include: Supporting the team with our daily run Knowledge Management – ensuring our KAs are up to date and fit for purpose Quality Assurance – reviewing calls and tickets and providing coaching where applicable Driving customer satisfaction and handling escalations from the customer, and your teammates who need help! Coaching and development, including training new starters Developing (and maintaining) relationships with key stakeholders across Datacom, our Customer and our vendors. Supporting project initiatives About you: In our successful candidates, we are looking for: A problem solver – You aren’t afraid to voice suggestions to drive continuous improvement, whilst keeping customer experience close to heart Strong service orientation, with excellent communication and written skills The ability to work without supervision and provide guidance to others as required An understanding of ITIL service delivery methodology and service desk (or the willingness to learn more if you haven’t already!) #LI-DNU
Responsibilities
The Senior Service Desk Analyst will support the team's daily operations, ensuring targets and customer commitments are met, while also focusing on Knowledge Management and Quality Assurance through call and ticket reviews.