Job Description
Full 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 with 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.
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!)
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 with 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.
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!)
💡 Quick Summary
Seeking a career-building opportunity? The Senior Service Desk Analyst position is now open for candidates interested in the IT Engineer & Developer Jobs sector. This role in Wellington offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in IT Engineer & Developer Jobs is a plus.