Complex Service Desk Analyst (Internal)

This role is only for Datacom Internal Applicants

About the Role

Here’s a fantastic growth opportunity to develop your skills into the next level of support as a Complex Service Desk Analyst in our Service Desk team!

As a Complex Service Desk Analyst, you’ll be handling more in-depth technical queries, seeking out solutions across different teams and contributing to improving the existing Knowledge base.

You’ll work with a team of close knit, like-minded people, who rally each other through the highs and lows! You will continue to support the team by jumping on the phones, when necessary, like during a major outage, and you’ll be happy to show your colleagues how they might approach a solution differently, providing timely feedback and guidance.

Responsibilities include:

• Providing in depth technical support via telephone or email
• Problem solving and troubleshooting; seeking out answers to get the best resolution for our customer
• Privileged access admin and project support
• Liaising with internal and 3rd party resolver teams – coordinating outcomes

About you:

To be successful in this role, you’ll have an amazing track record in the Level 1 space, and be able to show us:

• Excellent communication and written skills
• A positive attitude, where taking initiative is second nature to you
• Forward-thinking problem-solving skills - you see a dead end as an opportunity to explore more options!
• An understanding of ITIL service delivery methodology and service desk

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