Service Desk Agent

Our Why

Datacom works with organisations and communities across New Zealand and Australia to make a difference in people's lives and help organisations use the power of tech to innovate and grow.

About the Role (your why)

At Datacom we're committed to developing, retaining, and promoting diverse talent. We want to help you grow your current skills and give you the opportunity to learn and develop brand new ones.

Have a qualification in IT and looking for your entry to the industry? We promise to provide you with a supportive environment while learning the key foundations in our Service Desk team and all we need from you is passion and enthusiasm

Your career at Datacom, just like technology, has endless possibilities. Looking to get into Cyber Security, Cloud, Network or Database engineering? Our Service Desk Agent roles are the first step in unlocking your IT career

Our Service Desk is a 24/7 operation. Canberra's operational hours are Monday to Sunday 7 am to 7 pm. To be successful for a full-time role, you will need to have full availability to work across these hours on a rotating roster.

Due to client clearance requirements, Australian Citizenship, the ability to pass a national police check, and willingness to obtain a Baseline Clearance is essential.

What you'll do

1. Respond to phone calls and emails in relation to level 1 technical support
2. Work to given Service Level Agreements and KPI's
3. Problem solve and troubleshoot
4. Multitask

Our Service Desk Agents are the first point of contact for our clients. No two days will be the same as you'll be proactively problem solving any customer issues that come your way or escalating them as appropriate. As a Service Desk Analyst, you will respond to phone and email queries, alerts from customers, provide high quality and efficient experiences, guiding customers through first level technical support. You'll identify, troubleshoot and resolve incidents and service requests, whilst working 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.

We are an agile company and are keen to respond to customer, technology and internal stakeholders' changing requirements and this can mean we evolve in our roles to meet those needs.

What you'll bring

Someone who wants to kick-start their career in technology, be part of a team that is striving to achieve the best possible outcome for all our customers, and develop skills and knowledge that form the foundation of a career in IT.

In our successful candidates, we are looking for:

- Customer-centric superstar who is a great communicator - we pride ourselves on delivering our best work to our customers
- Self-starters, motivated to learn and develop
- Critical thinkers with strong troubleshooting skills and decision making
- Team players who have excellent interpersonal skills - you'll be working with people just as much as computers
- Awesome problem-solvers who have fresh ideas
- Thrive in a fast-paced, autonomous work environment and under pressure
- Positive attitude and growth mindset

Benefits

- Continues opportunities for long term growth in IT in Australasia's largest professional IT Services company
- Best in class rewards and recognition program including awards and corporate retail discounts on tap
- Paid Parental Leave

Why join us here at Datacom?

Datacom is one of Australia and New Zealand's largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You'll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.

We operate at the forefront of technology to help Australia and New Zealand's largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.

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