Senior Service Desk Agent - Internal NZ

As a Senior Service Desk Agent at Datacom, your key responsibilities will include supporting day-to-day operations, managing Knowledge Management to ensure articles are current, conducting quality assurance reviews of calls and tickets, driving customer satisfaction, managing escalations, training new staff, and maintaining vital relationships with stakeholders.

To qualify for the Senior Service Desk Agent position at Datacom, you should have strong problem-solving abilities, excellent communication skills, and an understanding of ITIL service delivery. Experience in service desk roles is advantageous, but a willingness to learn and adapt to service desk environments is also essential.

Datacom ensures quality assurance for its Service Desk by regularly reviewing calls and tickets, providing constructive feedback to team members, and implementing coaching sessions aimed at enhancing performance and efficiency, ultimately leading to improved customer satisfaction.

As a Senior Service Desk Agent at Datacom, you will receive comprehensive training that covers both the technical aspects of the job and the best practices for customer service. Training will also include coaching on specific tools and ITIL methodologies, ensuring you are well-prepared to support your team and customers.

Collaboration between the Senior Service Desk Agent and other departments at Datacom is vital. You will regularly interact with key stakeholders, including team members, customers, and vendors, to discuss issues, share insights, and foster a collaborative environment that aims to resolve problems efficiently.

Reflect on a specific instance where you effectively diffused a customer's frustration by actively listening and addressing their concerns. Highlight the steps you took to resolve the issue and the positive outcome that resulted from your approach.

Discuss your method for assessing urgency and importance, such as categorizing tasks and using tools or checklists to stay organized. Consider mentioning your ability to adapt when unexpected high-priority issues arise.

Elaborate on your communication methods, including regular check-ins, shared documentation, and promoting a team-oriented culture where everyone is encouraged to contribute ideas and support one another.

Share your knowledge of ITIL principles and how they apply to service desk functions. If you have experience implementing ITIL processes, provide examples and discuss how they have benefited your past roles.

Talk about your commitment to continuous learning through online courses, certifications, or attending workshops and conferences relevant to service desk operations and emerging technologies.

Highlight your techniques for keeping calm under pressure, such as maintaining focus, staying organized, and communicating clearly with team members when facing urgent challenges.

Describe a specific improvement initiative you led or participated in, detailing the process before and after the change, along with the impact it had on team efficiencies or customer satisfaction.

Discuss the importance of collecting and analyzing customer feedback to enhance service quality, as well as how you would implement changes based on insights gained from this feedback.

Explain your approach to regularly reviewing and updating knowledge articles, including collaborating with team members for content accuracy and encouraging feedback from users to continually improve the resources.

Share your enthusiasm for the role by discussing the company's reputation, the opportunity for personal growth, and your passion for delivering exceptional service, which aligns with Datacom's values.