Service Desk Analyst EOI - Expression of Interest POW-97

Service Desk Analyst EOI - Expression of Interest POW-97

29 Jul
|
DX Solutions Pty Ltd
|
New South Wales

29 Jul

DX Solutions Pty Ltd

New South Wales

Service Desk Analyst EOI - Expression of Interest





Minimum of 12 months' work experience in an outsourced Help / Service Desk





Previous experience using Service Now, HP SM7 experience





Demonstrated analytical skills and the ability to understand technical concepts





About DX Solutions Established in 2001, Australian owned and operated, DX Solutions is one of Sydney's leading end to end ICT Service Providers having built a reputation for innovation, insight and leadership in the professional services industry. As a rapidly growing business, DX was listed in BRW's Fast 100 in and consecutively acknowledging the drive and commitment of our team of over 200 employees.

ROLE Service Desk Analyst CRITICAL QUALIFICATIONS AND EXPERIENCEMinimum of 12 months- work experience in an outsourced Help / Service Desk environment





Typically tertiary qualified i.e. University Degree / TAFE Diploma or relevant business/technical qualifications





Proven experience in commercial call logging tools such as ServiceNow, CA Service Desk or Remedy etc





Proven experience in commercial in bound telephony systems typically used in Call Centres, Help/Service Desks such as CISCO or Avaya.





Proven experience in delivering exceptional Customer service





Demonstrated analytical skills and the ability to understand technical concepts





Demonstrated experience in communication skills e.g. assignments, presentations and reporting, etc.





Demonstrated experience in negotiation skills specifically in resetting Customer expectations, realigning KPI-s, etc.





Practical experience in managing and delivering to Service Management disciplines e.g. ITIL V3





Demonstrated track record/career in I.T/Telecommunications





Strong proficiency in troubleshooting and resolving hardware, software and network issues;





Ability to clearly and concisely transfer technical and business knowledge to knowledge base, colleagues and Customers. DESIRABLE QUALIFICATIONS AND EXPERIENCE





Experience and competency in the above mentioned areas is critical but formal qualifications in these areas are desirable





Certificate 3 or 4 in Telecommunication systems or other relevant tertiary studies





Strong understanding and demonstrated commitment to process improvement, documentation and information sharing.





Understanding of network protocols for example TCP/IP, DNS, SSL and VPN





Previous experience using Service Now, HP SM7 experience CORE COMPETENCIES





Excellent communication and interpersonal skills gained in a Customer service environment;





Excellent listening skills and empathy;





Ability to quickly develop high level understanding of network and products offered within Business and maintain up to date knowledge of telecommunications industry





Exceptional Customer service focus and ability to build strategic business relationships and Customer loyalty § Excellent communication and interpersonal skills gained in a Customer service environment;





Excellent listening skills and empathy;





Adaptable, results driven, professional and high work standards;





A creative thinker, this person demonstrates initiative and is willing to go the -extra mile-;





Track record of being a team player, in a changing environment.





Strong interpersonal, negotiation and influencing skills and the ability to communicate at all levels in both verbal and written communication;





Sound technical, analytical, investigative, problem solving and decision making skills;





Integrity





Professionalism





Ability to manage high volumes of complex calls, multiple priorities and deadlines and work independently without supervision





Committed, Energetic and Passionate





Embraces change





SydneyIf you have the above skills and are looking for your next engagement, please forward your application to commence the selection process.Join us by clicking on the apply button and for more information about this exciting opportunity Please apply through this site. misbah.shaikhdx.au. To know more about DX Solutions, please visit .





About DX Solutions Established in 2001, Australian owned and operated, DX Solutions is one of Sydney's leading end to end ICT Service Providers having built a reputation for innovation, insight and leadership in the professional services industry. As a rapidly growing business, DX was listed in BRW's Fast 100 in and consecutively acknowledging the drive and commitment of our team of over 200 employees. ROLE Service Desk Analyst CRITICAL QUALIFICATIONS AND EXPERIENCEMinimum of 12 months- work experience in an outsourced Help / Service Desk environment Typically tertiary qualified i.e. University Degree / TAFE Diploma or relevant business/technical qualifications Proven experience in commercial call logging tools such as ServiceNow, CA Service Desk or Remedy etc Proven experience in commercial in bound telephony systems typically used in Call Centres, Help/Service Desks such as CISCO or Avaya. Proven experience in delivering exceptional Customer service Demonstrated analytical skills and the ability to understand technical concepts Demonstrated experience in communication skills e.g. assignments, presentations and reporting, etc. Demonstrated experience in negotiation skills specifically in resetting Customer expectations, realigning KPI-s, etc. Practical experience in managing and delivering to Service Management disciplines e.g. ITIL V3 Demonstrated track record/career in I.T/Telecommunications Strong proficiency in troubleshooting and resolving hardware, software and network issues; Ability to clearly and concisely transfer technical and business knowledge to knowledge base, colleagues and Customers. DESIRABLE QUALIFICATIONS AND EXPERIENCE Experience and competency in the above mentioned areas is critical but formal qualifications in these areas are desirable Certificate 3 or 4 in Telecommunication systems or other relevant tertiary studies Strong understanding and demonstrated commitment to process improvement, documentation and information sharing. Understanding of network protocols for example TCP/IP, DNS, SSL and VPN Previous experience using Service Now, HP SM7 experience CORE COMPETENCIES Excellent communication and interpersonal skills gained in a Customer service environment; Excellent listening skills and empathy; Ability to quickly develop high level understanding of network and products offered within Business and maintain up to date knowledge of telecommunications industry Exceptional Customer service focus and ability to build strategic business relationships and Customer loyalty § Excellent communication and interpersonal skills gained in a Customer service environment; Excellent listening skills and empathy; Adaptable, results driven, professional and high work standards; A creative thinker, this person demonstrates initiative and is willing to go the -extra mile-; Track record of being a team player, in a changing environment. Strong interpersonal, negotiation and influencing skills and the ability to communicate at all levels in both verbal and written communication; Sound technical, analytical, investigative, problem solving and decision making skills; Integrity Professionalism Ability to manage high volumes of complex calls, multiple priorities and deadlines and work independently without supervision Committed, Energetic and Passionate Embraces change SydneyIf you have the above skills and are looking for your next engagement, please forward your application to commence the selection process.Join us by clicking on the apply button and for more information about this exciting opportunity Please apply through this site. misbah.shaikhdx.au. To know more about DX Solutions, please visit .

The original job offer can be found in Kit Job:
https://www.kitjobau.com/job/7142596/service-desk-analyst-eoi-expression-interest-pow-97-new-south-wales/?utm_source=html

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