THE OPPORTUNITY
Due to continued growth in our Managed Services (MSP) Division, and now that our first wave have progressed to new roles, we are excited to be able to offer a number of Service Desk Analysts the opportunity to dive into their new career. Learning and training on the job, completing certifications on your journey through our established Career Pathways Program and spending time outside the service desk learning from senior members.
RESPONSIBILITIES
Responding to phone, email, and event alerts within the defined, contractual SLAs
Achieve a high level of customer satisfaction through a high quality of service and accuracy in following of processes and procedures
Correctly identifying Priority 1 and 2 incidents and act on them in relation to major Incident Management processes
Using knowledge (own and group), remote troubleshooting tools and reference databases to resolve incidents remotely
Keeping customers updated
Contributing to Knowledge Management
DESIRED EXPERIENCE
Demonstrated experience in a similar role or fast paced customer service environment.
TAFE Certifications highly regarded
Ability to multi-task under pressure
Collaborative approach to work
WHO YOU ARE
Australian Citizen with ability to gain a Federal Government Security Clearance
Strong stakeholder engagement & management skills
Career focused & determined
Adaptable & thrive in constantly evolving environments
Strong communication skills
Ability to undertake shift work
