End User Services Specialist
1 week ago
Our Purpose
At Datacom, we collaborate with various organizations and communities throughout Australia and New Zealand to positively impact lives and empower businesses to harness technology for innovation and growth.
About the Position
We are excited to announce a newly established position in the Sydney region due to our team's ongoing expansion. As a Desktop Support Engineer, you will be tasked with delivering comprehensive End User Services to our clients. Our approach is tailored to meet the specific business needs of our customers, offering customized maintenance services, hardware and software troubleshooting, remote assistance, software installation, and equipment relocation services.
This position will require on-site presence in Sydney. Please be aware that only Australian Citizens or Permanent Residents are eligible for this role, as we do not provide visa sponsorships. We currently have both fixed-term and permanent opportunities available.
Your Responsibilities
In your role as a Desktop Support Engineer, your focus will include:
- Delivering exceptional technical support in a fast-paced environment where customer satisfaction is essential.
- Assisting new users with the collection and setup of their IT hardware.
- Ensuring that new devices, including laptops and mobile phones, are updated and ready for deployment before being handed over to clients.
- Documenting all customer interactions in the designated ITSM tool.
- Providing timely updates to customers regarding the status of their requests.
- Utilizing tools and processes to deliver services in line with established SLAs.
- Proactively managing and maintaining customer infrastructure as directed.
- Initiating and driving improvements in service and processes.
We pride ourselves on being an agile organization, eager to adapt to the evolving needs of our customers, technology, and internal stakeholders, which may lead to changes in our roles to better serve those needs.
Your Qualifications
Essential experience includes:
- Outstanding customer service skills related to end user services.
- The ability to prioritize tasks effectively to meet all service level agreements.
- Strong knowledge of laptops, desktop PCs, printers, media, audio-visual equipment, and mobile device management.
Desirable attributes include:
- Excellent verbal and written communication skills, with the ability to convey technical information clearly to various audiences. Your professional customer service skills will be exemplary, and you will possess the ability to work independently while managing your time effectively.
Why Choose Datacom?
Datacom stands as one of the largest providers of Information Technology professional services in Australia and New Zealand. We have successfully maintained a dynamic, agile atmosphere that is often lost in larger organizations. Our people are the heart of Datacom, contributing to a unique culture and energy that is palpable from the moment you engage with us.
We value our employees and offer a variety of benefits, including social events, relaxation areas, remote work options, flexible hours, and opportunities for professional development. You will have the chance to learn, advance your career, connect with others, and bring your authentic self to work. Your contributions will be recognized and valued in a collaborative, flat-structured environment.
We operate at the cutting edge of technology, assisting some of the largest enterprises in Australia and New Zealand in exploring possibilities and addressing their most significant challenges, ensuring that you will always encounter intriguing new challenges and opportunities.
At Datacom, we strive to create an inclusive and welcoming workplace for all, taking pride in our ongoing efforts to foster a fun and supportive environment for our employees.
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