Service Desk Technical Analyst

DataMesh Group

Service Desk Technical Analyst

DataMesh Group is revolutionising the payment systems industry with its unique software and SaaS solutions.

Why DataMesh Group
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DataMesh Group is revolutionising the payment systems industry with its unique software and SaaS solutions. Partnering with the likes of NAB, ANZ, Deutsche Bank and Visa, we’ve processed over $10 billion of transactions as they take our offerings across Australia and the World. We deliver integrated payment capabilities and valuable customer insights through data processing solutions that provide real value and deep understanding of consumer spending to merchants and retailers.

About the role

As a Service Desk Technical Analyst, you will be at the forefront of customer engagement assisting and helping troubleshoot client issues and queries. You will be part of a dynamic team that handles a fast paced and challenging environment head on! If you have an enthusiasm for technology and a bubbly personality, then we’d love to hear from you.

Our Service Desk team are the drivers behind our relationships with customers and products in the field. You will manage customer issues, service tasks / requests and represent DataMesh Group in all your interactions. The ideal applicant will be initiative focused, possess exceptional customer service skills and be committed to delivering excellent outcomes for our customers.

Video responses would be preferred.

What you’ll be responsible for

• Assist in managing Level 2 tickets within the Service Desk team.
• Triage and assess reported issues to accurately determine impact and criticality.
• Communicate, escalate, and manage issues through to resolution while maintaining clear communication and expectations with the customer and business. 
• Maintain our knowledge base & ensure new issues are identified, classified & resolutions are documented.
• Maintain ticket status updates promptly.
• Assist in managing escalated tickets from our Level 1 Help desk.
• Assist in escalating tickets to our Level 3 Technical team.
• Possible on-call after hours roster involvement.

Skills you’ll need

• Experience troubleshooting & resolving network-based issues (terminal & EFTPOS preferred)
• Experience in a customer support role with technical background (2 years +)
• Ability to work as directed to manage high priority issues
• Ability to engage flexible working hours as needed to resolve customer issues

What you'll be responsible for

• 🛟

  Query Handling

  Address and resolve queries, questions, and problems to ensure positive customer outcomes and experiences

• 👥

  Collaborative Issue Resolution

  Collaborate with other people or teams to resolve complex customer issues

Skills you'll need

• 🔍

  Attention to detail

  Accurately identifies and rectifies discrepancies or errors that exists in information and deliverables

• 🎙

  Verbal communication

  Speaks clearly to convey information effectively to a target audience

• 💡

  Problem solving

  Identifies problems and develops logical solutions that address the problems

Applying with Hatch

DataMesh Group is using Hatch to accept applications for this role. Hatch helps you demonstrate your fit, no matter your background.

Learn more about Hatch