Senior Service Desk Analyst

About the role

Datacom is looking for a Senior Service Desk Analyst in Christchurch, an internal position only. The role supports the team and assists team management with the daily run, helping the team meet its targets and its commitments to customers. It sits within a close-knit team that helps each other through busy periods and with more in-depth queries.

Key responsibilities

• Support the team with the daily run
• Knowledge management: ensure knowledge articles are 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 and teammates
• Coach and develop colleagues, including training new starters
• Build and maintain relationships with key stakeholders across Datacom, customers and vendors
• Support project initiatives

Required profile

• A problem solver who voices suggestions to drive continuous improvement while keeping customer experience in mind
• Strong service orientation, with excellent communication and written skills
• Ability to work without supervision and guide others when needed

Required skills

• Understanding of ITIL service delivery methodology and service desk operations, or willingness to learn it