About the job
Title: Service Desk Analyst
Start Date: April 21, 2026
Our Mission
At Datacom, we are dedicated to bridging the gap between people and technology, empowering communities to overcome challenges, seize opportunities, and explore new horizons.
Company Overview
With a workforce exceeding 6,200 professionals across our global offices and an impressive annual revenue surpassing $1.2 billion, Datacom stands as one of Australasia's leading IT service providers. Our extensive expertise encompasses data center operations, IT services, software engineering, application management, payroll, and customer service design and operations. We pride ourselves on fostering a diverse workforce and are committed to attracting, developing, and promoting top-tier talent. While we are deeply rooted in our local communities, our capabilities are recognized on a global scale.
Role Overview and Objectives
The Service Desk Analyst plays a crucial role in ensuring that all incidents and requests are logged and updated promptly.
The key objectives and responsibilities of the Service Desk Analyst include:
1. Deliver exceptional service for every request.
2. Strictly follow established processes and procedures.
3. Manage personal performance while supporting team objectives.
Key Responsibilities
The Service Desk Analyst will:
1. Ensure End User Satisfaction:
· Maintain professionalism in all customer interactions, including escalations.
· Provide appropriate responses for every request (resolve or re-assign).
· Manage customer-related incidents to ensure swift resolutions within SLAs.
· Assist Field Technicians and NT Engineers in troubleshooting and problem resolution.
· Support the administration of Network Infrastructure.
2. Ensure Process Compliance:
· Adhere to guidelines/scripts, ensuring quality in every customer interaction.
· Log all requests and update the database according to established guidelines.
· Uphold network security protocols.
3. Foster Self-Development & Leadership:
· Proactively inform management of potential risks and performance gaps.
· Regularly enhance product knowledge and technical skills using available resources.
· Integrate Datacom values into team interactions.

