Senior Service Desk Agent
Datacom, Australia
Job Description
Our Why
Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.
About the Role
As a Senior Service Desk Agent, you'll look after Tier 2 resolutions being a point of contact to our biggest clients. No two days will be the same as you’ll be constantly thinking outside of the box to troubleshoot and resolve issues, ensuring the most efficient and effective customer service, possible!
As part of the Managed Services team, you’ll provide high quality, efficient support to our clients and their customers through responding to telephone calls, emails and alert monitoring. Following ITIL processes, you’ll identify, troubleshoot and resolve incidents and service requests.
At Datacom we’re committed to developing, retaining, and promoting diverse talent. We want to help you grow your current skills and give you the opportunity to learn and develop brand new ones.
Your career at Datacom, just like technology, has endless possibilities. Looking to get into Cyber Security, Cloud, Network or Database engineering? Our Service Desk Agent roles are the first step in unlocking your IT career!
If you're looking for meaningful work with genuine career progression opportunities, training and development, we'd love to hear from you!
Operating Hours
The operational hours for the Service Desk are Monday to Sunday 6am to 8:30pm, to be successful for a Full-Time role you will need to have full availability to work across these hours on a rotating roster.
Benefits
- Continued opportunities for long term growth in IT in Australasia's largest professional IT services company!
- We aim to have everyone ITIL certified in their second year!
- We offer options for you to interview virtually.
- Best in class rewards and recognition program including awards and corporate retail discounts on tap.
- Paid Parental Leave
- Employee referral programs - once you are in and you are loving it - you can refer a friend and get $1000!
What you’ll bring
Problem solving and delivering quality customer service is your forte, and you’re looking for a role that challenges you to think on your feet. You’re comfortable working with customers over the phone and have strong, clear communication skills; both written and verbal.
You’ll value being part of a team and you’ll also be comfortable working autonomously. We’re looking for someone who is passionate about developing a career in the ever-fast-changing world of IT and someone who truly values the customers they support.
In our successful candidates we are looking for:
- Self-starters who are motivated to further develop their careers in technology
- Team players who have excellent interpersonal skills (you’ll be working with people just as much as computers)
- Customer-centric superstars we pride ourselves on delivering our best work to our customers
- Awesome problem-solvers who have fresh ideas and are willing to give anything a go.
If you have any of the following skills and qualifications, this will be advantageous to your application:
- 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
Due to client clearance requirements Australian Citizenship, ability to pass national police check and willingness and ability to obtain a Baseline or NV1 Clearance is essential.
Why join us here at Datacom?
Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.
We care about our people and provide a range of perks such as social events, chill-out spaces and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.
We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.
We want Data