Graduate Solutions Specialist
Datacom, New Zealand
Job Description
Our Purpose
The Datacom Connect business provides front line contact centre services and technical solutions to our clients. Our vision is to design and deliver meaningful, efficient, and effective customer interactions, putting us at the cutting edge of service delivery and CX.
The Datacom Customer Experience Platform (CXP) business unit provides quality ‘end to end’ contact centre technology solutions delivered as a managed service. We consult, establish, and maintain our Client contact centre technologies allowing them to deliver on their customer priorities.
Our Team
This role is about people, outcomes and how technology can bring about value. Our team is made up of a tightly aligned, culturally diverse, autonomous professionals who pride themselves in being good team players. We work from different geographies with a mix of office and remote locations, give of our best time and talents to our team and customers. This is not your typical 9-5 desk job you’ll need to be flexible and we will ensure this works for all involved. Rest assured that in all you do, our team of the skilled professionals are on hand to support.
Role Purpose
Support Datacom’s Contact Centre operations in Australia, Asia and New Zealand, which service both internal and external customers. You will provide reactive support during business hours as well extended on call cover (by prior arrangement). You will be required to attain a comprehensive understanding of the solution and support the operations teams and service providers with continuous improvement.
This will be a 6-month Fixed Term Contract with a potential to be extended or made permanent.
Datacom offers a complete employee life cycle: from flexible working arrangements, inspiring leadership programs, development opportunities through to corporate wellness programs and a passion for the importance of work life balance.
What you’ll do
- Meet service level targets by proactively monitoring and resolving incident and service requests.
- Engage stakeholders through clear, timely, regular and accurate communication.
- Complete Incident reporting within stipulated time frames.
- Actively monitor and analyse system performance, identify problem areas and solve issues in a proactive manner, involving other responsible parties as required.
- Deliver end user training as required.
- Provide quality documentation for re-active, project and customer-related activities.
- Identify opportunities for process, service and technology improvements and participate in the roll out of these innovations to all users
What you’ll bring
- University degree in Computer Science, or in a similar degree.
- Telephony or contact centre experience.
- Cisco CCNA or professional equivalent in networking would be well regarded.
- Exposure to or working knowledge of networking and unified communications is highly desirable.
- Ability to work autonomously, take ownership of issues and see them through to resolution.
- High standard of both written and verbal communication with keen attention to detail
- ITIL certification would be well regarded.
About Datacom
Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in.
We have over 6,500 people across our global offices and generate an annual revenue of over AU $1.1 billion annually. This makes us one of Australasia’s largest professional IT services companies. We are committed to hiring, developing and promoting diverse talent.
Datacom has extensive expertise in the operation of contact centres, data centres, engineering and application management, as well as payroll and customer service design and operations.
Founded in 1965, we have a successful trading history of consistent growth, profitability and a track record of delivering innovative, cost effective technology solutions. We are local at heart, yet world-class in capability.