Senior Service Desk Analyst at datacom1 | Auckland

Datacom Group LimitedAuckland, Auckland, New Zealand

On-site Full-time

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Experience Level

Senior

Qualifications

The ideal candidate should demonstrate:Proactive problem-solving mindsetExceptional service orientation with strong communication skillsAbility to work autonomously while providing guidanceUnderstanding of ITIL service delivery principles or eagerness to learn

About the job

****INTERNAL POSITION ONLY ****

About the Role

We are excited to offer a remarkable opportunity for you to enhance your leadership capabilities within our Service Desk as a Senior Service Desk Analyst!

In this pivotal role, you will provide support to the team and collaborate with management to ensure our daily operations run smoothly, meeting our targets and commitments to our customers.

You will be part of a cohesive team of dedicated professionals who support each other during busy periods and assist with more complex queries.

Key Responsibilities:

Assist the team in our daily operations
Manage Knowledge Articles – ensuring they are current and effective
Oversee Quality Assurance – reviewing calls and tickets, providing coaching as needed
Enhance customer satisfaction and manage escalations from customers and teammates
Provide coaching and development, including training new team members
Build and maintain relationships with key stakeholders across Datacom, our customers, and vendors
Support project initiatives

About You:

Our ideal candidates will possess:

Strong problem-solving skills – you are proactive in suggesting improvements while prioritizing customer experience
Excellent service orientation, communication, and written skills
The ability to work independently and guide others as needed
A good understanding of ITIL service delivery methodology, or a willingness to learn

About Datacom Group Limited

Datacom is a leading provider of technology services and solutions in New Zealand and Australia. With a commitment to innovation and customer success, we foster a collaborative environment where talented professionals come together to make a difference.

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Senior Service Desk Analyst at datacom1 | Auckland

Experience Level

Qualifications

About the job

About Datacom Group Limited

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