Datacom Australia & New Zealand
Graduate Service Delivery Coordinator (Start ASAP)
New Zealand
Opportunity expired
Opportunity details
- Graduate Job or Program
- NZD 60000 / Year
- 1 vacancy
- Apply by 18 Dec 2023
- Start date ASAP
About the Role
We are on the lookout for a superstar ready to take on an exciting and challenging role!
The Service Delivery Coordinator is responsible for working with customers and multiple teams within Datacom to provide analytical and specialised administrative support an optimise the delivery of contracted managed services.
What you'll do
The Service Delivery Coordinator is responsible for (but not limited to):
Operational activities.
- Having knowledge of all contracted services being delivered to your customers.
- Monitoring ticket volumes and aged tickets.
- Monitoring SLA adherence and escalate continual breaches.
- Notifying underperforming delivery teams (in relationship to agreed operational process RACIs) of their agreed responsibilities, escalating where needed.
- Running the P1 Register and ensuring actions are completed.
- Having knowledge of the customers major incident management processes.
Reporting and Administration.
- Extracting reports for final review/completion for SDM.
- Reporting on customer satisfaction results and any trending of note.
- Undertaking administration activities where appropriate.
- Completing meeting minutes within contractual timeframes.
Customer Focus.
- Identifying opportunities to improve the customers’ experience.
- Being an escalation point when SDM is unavailable.
- Working with delivery teams on ticket escalations to achieve the outcome for the customer.
Relationship Management.
- Building strong and long-term relationships with delivery teams and their team leaders.
- Being active within the virtual team ensuring its success.
- Building strong relationships with multiple touchpoints within our customers organisation.
Service Improvement.
- Assisting the SDM as appropriate with activities within the SIP.
- Assisting with engagement of virtual teams to complete improvement activities.
- Identifying any improvement opportunities for your customers.
- Takes reasonable care that their actions (or inactions) do not harm the Health and Safety of self or others.
- Reports all incidents, hazards or unsafe work practices as per Datacom policy.
What you'll bring
- A highly organised and capable Graduate, who can work in a fast-paced environment, multi-tasking deliverables with varying levels of priority.
- A Self-starter that looks for ways to improve the process and take initiative.
- Customer service, issue resolution.
- Process and service management.
- Organisation and prioritisation skills.
- Excellent communication skills, both written and verbal.
- Attention to detail and high standards of quality.
- Effective presentation skills with the ability to convey technical information across various levels.
Why Datacom
Datacom is ones of Australia & New Zealand's largest suppliers of Information Technology professional services. As an ANZ company, we have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.
At Datacom you'll be recognised and valued for your contributions. We're growing year on year and can provide stability, career opportunity and a collegial, agile, flat-structured environment that empowers people and promotes autonomy. We care about our people and provide a range of perks such as social events, chill-out spaces, a gaming zone, remote working, flexi-hours, professional development courses and health insurance to name a few. We operate at the leading edge of technology to help ANZ’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.
If you would like to know more and this sounds like you. Please apply online today!
Benefits
Employee's at Datacom have access to a range of benefits including;
- Datacare: Our Employee Assistance Program Program enables our people and their immediate family to access confidential coaching and support services with qualified professionals.
- Health & Lifestyle: Everything from discounted gym memberships to flu shots, health assessments and discounted insurances.
- Finance & Super: These benefits include banking offers, superannuation packages, and financial support schemes.
- Discounts galore: Employees have access to a range from special offers and discounts from Car purchasing and travel to Tech equipment
Hiring criteria
- No experience required
- New Zealand Citizen +more
- Business & Management +more
- Associate Degree or higher
Reviews
As a field engineer, my role is to service, repair, replace, or troubleshoot issues for datacom customers. Tickets are raised by the customers, then our coordinators assign the ticket to a FE (Field engineer), once the job has been added to our Alliance app queue the coordinator assigning the job will ring and give us the details and SLA of the job. It is then our responsibility to travel to the job, within the time specified in the SLA, and perform the work necessary to resolve the customer's issue. Parts must be returned to stores for repair if the job performed involves a broken or defective part from the customer. Returns will be done for parts needing to be shipped to their respective companies for service or refurbishment. This process is the onsite admin side of my role that must be done to satisfy parts returns.
As a grad and new starter, I am still learning my role. With the help and support of my manager and colleagues I have obtained knowledge and practical skills that are needed for the competent execution of my role. In time, I will Gain more confidence and a better understanding of my role as a field engineer. The work assigned to me has naturally increased as my knowledge has grown from helpful development through shadowing and assisting colleagues in their duties.
I collaboratively work with the Sales Support team for ACT customers for the quoting and procurement process.
About the employer
Datacom Australia & New Zealand
4.0
1,000 - 50,000 employees
Technology
Datacom has grown to be one of Australasia’s leading locally owned Technology organisations. Our team is focused on doing work that makes a difference
Pros and cons of working at Datacom Australia & New Zealand
Pros
I love the hybrid working arrangements and the flexi hours. There's scope to fit in work largely when I choose.
Extremely supportive, understanding and helpful. The company cares about the overall wellbeing of the employee.
Opportunity for career growth.
People are helpful and collaborative.
The focus on continuous development through training or study is also a great benefit of working for Datacom.
Cons
Pay. If I had to pick on one thing it would be salary, however it's competitive enough that I'm not looking elsewhere.
Lack of team resources.
The lack of support as a graduate... I was put into major projects doing work well above a graduate level.
Can be a bit isolating because you're not required to come into the office.
There are meager activities in the Adelaide Franklin Street office for staff to indulge in.