AddressService Desk Analyst | Global Multinational Company | Transport Industry
Your new company
Multinational company that provides IT services for aerospace, defence, transportation and security markets. Initial 6 month contract, looking to extend for the right Service Desk Engineer
Your new role
As a Service Desk Technician, you will be accountable for the following:
- Provide 1st and 2nd level technical support across IS/IT services.
- Follow ITIL and Agile methodologies, including Problem, Change, Incident, and Request Management.
- Ensure ACD phones are answered within agreed-upon targets.
- Log, monitor, and manage incidents, requests, and tasks to meet SLA targets.
- Assess incident criticality and trigger the Major Incident Process.
- Collaborate with resolver teams to streamline incidents through resolution.
- Delegate, prioritize, and allocate work to the relevant support team if unable to resolve directly.
- Update incidents, requests, and tasks with relevant information from customer calls.
- Identify problems through incident analysis.
- Follow the Change and Release process, including User Testing.
- Maintain configuration of Service Desk tools (ACD, Interactive voice system, email systems, internet & Intranet, Knowledge database, Active directory, remote control, search & diagnostic tools).
- Identify and participate in the Continued Service Improvement Program (CSIP) for Service Desk.
What you'll need to succeed
- Must be Australian Citizen
- Demonstrated experience in an IT support role.
- Proficiency in Microsoft technology.
- High-level skills in using common desktop PC software tools and Web-based applications.
- Exceptional customer service orientation with excellent communication skills.
What you'll get in return
- Great Work Environment
- Competitive Daily Rates
- Opportunity to work for a large multinational company
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
