Senior Service Desk Analyst
Datacom
full-time
Posted on:
Location Type: Hybrid
Location: Wellington • New Zealand
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Job Level
About the role
- 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
Requirements
- 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!)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
problem solvingcustomer satisfactioncoachingdevelopmentcommunicationwritten skillsguidanceservice orientationcontinuous improvementrelationship building