Support Operations

Support Operations & Compliance Coordinator Founded in 1978, Dicker Data is Australia’s leading locally owned and operated distributor of ICT hardware, software, cloud and IoT solutions for over 10,000 reseller partners across Australia and NZ. An ASX listed company, we are recognised in the industry for our award-winning record of gender equality, diversity and inclusion and we pride ourselves on building sustainable business practices. Our Vision To inspire, educate and enable Australian technology resellers to achieve their full potential through the delivery of unparalleled service, technology and logistics. Our Values At Dicker Data, we pride ourselves on our family centric culture. Our people band together for a common goal, willing to lend a helping hand and often going above and beyond to support their colleagues. The values that underpin our company culture are the drivers of our ongoing success. Agile Solution focused Respect for all people Integrity in the way we operate Responsibilities Your duties include, but will not be limited to, the responsibilities as identified below. These duties may be reasonably varied by the company in consultation with you during your employment. To achieve optimal outcomes for the business, you may be reasonably required to perform duties outside of your position description from time to time. If you are unsure about what is required of you at any point in time during your employment, please seek clarification from your direct manager or People & Culture. Helpdesk Operations Management Monitor daily helpdesk ticket queue and agent productivity to ensure timely resolution of customer issues Track ticket escalation processes and ensure appropriate routing to technical teams when required Generate weekly and monthly performance reports on ticket completion rates, response times, and agent productivity Identify operational bottlenecks and recommend process improvements to enhance service delivery Maintain service level agreement (SLA) compliance and report on performance metrics Serve as primary point of contact for cybersecurity questionnaires and compliance surveys from partners, vendors and customers Utilise internal knowledge base to accurately complete security assessments and compliance documentation Coordinate with technical teams to gather additional information when knowledge base requires updates Track submission deadlines and maintain organised records of all compliance activities Ensure consistent and accurate responses across all security-related inquiries Skills and Competencies Strong analytical and problem-solving skills. Professional communication skills, both written and verbal. Ability to work collaboratively across technical and non-technical teams. Experience in requirements gathering and documentation. Familiarity with software testing methodologies and tools. Strong organisational skills and attention to detail. Proactive and solutions-focused mindset. Ability to manage multiple priorities in a fast-paced environment. Respect and Integrity. Teamwork and Collaboration. A highly competitive salary package depending upon experience Hybrid work model with two WFH days per week for flexibility (once fully trained up in the role) Staff only on-site gym & weekly corporate fitness classes A selection of freshly prepared lunch options provided daily Free on-site parking and electric parking stations A relaxed, modern office setting with smart casual dress Access to discounted banking, superannuation and health insurance offers via our corporate partners Company paid parental leave scheme Employee Assistance Program On site school holiday program for children of Dicker Data staff Only those with the legal right to work in Australia may apply for this position.Only short-listed candidates will be contacted. #J-18808-Ljbffr