Senior Service Desk Lead: Coaching & ITIL Excellence

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

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.