Service Desk Specialist

Swissport is a global leader in airport ground services and air cargo handling, operating in 47 countries with over 45,000 employees. We have been operating for 29 years in Australia, servicing leading airlines in 21 locations nationally making Swissport a market leader in this sector in Australia.

Job Summary

The Service Desk Specialist role is responsible for providing a wide range of IT administrative services and coordinate IT support to geographically dispersed teams within our APAC region - undertaking Service Desk and field support activities. This position also assists with activities including managing vendors, resource planning, scheduling, prioritising, and work allocations.

This position is based at our Head Office in Newstead.

Experience and Competencies

• Ability to deliver high level of customer support and services to accurately diagnose issues
• Ability to engage and build relationship with stakeholders and staff alike to address and resolve their issues
• Communicate clearly, actively listen to others, and respond with understanding and respect
• Demonstrated experience administrating and maintaining Google and Microsoft Workspaces
• Demonstrated experience administrating and maintaining Microsoft Office 365
• Experience with Apple OS and Microsoft Windows products
• Experience with hardware, laptops, and other devices
• Intermediate to expert working knowledge with software deployment tools
• Intermediate knowledge with networking

Responsibilities

• Deliver a tiered response service for IT field support or Service Desk on a flexible basis as assigned in order to listen to, diagnose and resolve recurrent client requests
• Deliver high levels of customer support and services to accurately diagnose issues and provide targeted and successful resolutions
• Respond to common requests for service by providing information to enable fulfilment
• Promptly allocate unresolved calls/ on site issues to deliver customer services that are responsive and timely
• Update all reports / trackers and initiate follow-up action to ensure a professional level of user support and quality customer service is maintained and escalate incidents (as required) to solve problems within agreed service levels and standards
• Provide knowledgeable technical advice and support to staff using available resources to trouble-shoot system issues and support the efficient use of hardware and software
• Collaborate with geographically dispersed teams and provide support across Swissport locations and services
• Maintain records, inform, and update users about the processes and advise customer of actions taken to deliver high levels of customer support and service
• Provide knowledgeable advice on the implementation of security standards and procedures for all hardware and software to protect from unauthorised system access, virus infection, and unauthorised access to Swissport and business software
• Maintain current knowledge of changing IT standards and technology to ensure services are compliant
• Reflect Swissport’s values in the way you work and abide by policies and procedures to ensure a safe, healthy and inclusive work environment
• Work with the IT Operations Manager to develop and review meaningful performance management and development plans

Equal Employment Opportunity Statement

Swissport as an equal opportunity employer bases its hiring decisions on the business need and the best qualified candidates available and does not discriminate in its employment decisions on the basis of any protected category. 

Candidates who are offered employment may be subject to a criminal record and other background checks as permitted or required by company policy or applicable law.