Senior Service Desk Analyst

Datacom; Christchurch; On-site; NZD 80,000 - 100,000; Full time

Job summary

Datacom is seeking a Senior Service Desk Analyst to develop leadership within the Service Desk and assist management with daily operations. You will support the team, coach colleagues, and ensure delivery targets and customer commitments are met.

You will work with a close-knit team, handling escalations, maintaining quality, and developing relationships with stakeholders across Datacom, customers, and vendors.

Qualifications

• Problem solver with focus on continuous improvement.
• Strong service orientation and excellent communication skills.
• Ability to work without supervision and guide others as needed.
• Understanding of ITIL service delivery methodology or willingness to learn.

Responsibilities

• Support daily run of the service desk and help run team operations.
• Knowledge Management: keep knowledge articles up to date and fit for purpose.
• Quality Assurance: review calls and tickets and coach where applicable.
• Drive customer satisfaction and handle escalations from customers or teammates.
• Coach and develop new starters; participate in stakeholder relationships across Datacom, customers and vendors.
• Support project initiatives within the service desk scope.

Skills

Problem solving

Customer service

Communication

Written skills

ITIL understanding

Guidance/mentoring

Job description

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.

Description

• INTERNAL POSITION ONLY ****

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!)