Senior Service Desk Analyst

2 weeks ago


Auckland, New Zealand Datacom Full time

Only for Internal Applicants 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 team 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 runKnowledge Management – ensuring our KAs are up to date and fit for purposeQuality Assurance – reviewing calls and tickets and providing coaching where applicableDriving customer satisfaction and handling escalations from the customer, and your teammates who need helpCoaching and development, including training new startersDeveloping (and maintaining) relationships with key stakeholders across Datacom, Corrections and our vendors.Supporting project initiativesAbout 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 heartStrong service orientation, with excellent communication and written skillsThe ability to work without supervision and provide guidance to others as requiredAn understanding of ITIL service delivery methodology and service desk (or the willingness to learn more if you haven't already)
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