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Helpdesk Support Analyst

Eingestellt von Robert Walters - Sydney

Gesuchte Skills: Support, Ip

Projektbeschreibung

If you have EXCELLENT CUSTOMER SERVICE + COMMUNICATION SKILLS and want to FAST TRACK YOUR IT CAREER, this is the role for you!

The role will see the successful Helpdesk Support Analyst working in a FRIENDLY AND SUPPORTIVE TEAM ENVIRONMENT, based in a SUPERB SYDNEY CBD LOCATION, with INDUSTRY LEADING TRAINING OFFERED. The organisation is known for being able to offer a world of opportunity as they have the scale, the resources and the local commitment to enable their employees to be the best in their field.

KEY RESPONSIBILITIES INCLUDE:

- THIS ROLE WILL SEE THE SUCCESSFUL HELPDESK SUPPORT ANALYST WORKING IN A SUPPORTIVE, TEAM ENVIRONMENT, WITH INDUSTRY LEADING TRAINING PROVIDED! YOU WILL BE WORKING WITH SOME OF AUSTRALIA\'S MOST PRESTIGIOUS ORGANISATIONS, WITH LIMITLESS OPPORTUNITIES FOR CAREER PROGRESSION!
- To ACTIVELY INFORM THE CUSTOMER ON STATUS OF SERVICE REQUEST, MANAGE SUPPLIERS to deliver to service levels and/or fulfil service request for a range of complex products and services available to the customer.
- MANAGE CUSTOMER SERVICE REQUESTS USING SMEC REMEDY 7.5.
- Fulfil service request using various tools.
- Actively manage suppliers to insure SLAs are met.
- Keep the customer informed on status of service request.
- UPDATE ARTICLES IN SMEC REMEDY KNOWLEDGE MANAGEMENT SYSTEM.
- PROVIDED MENTOR SUPPORT TO FIRST LEVEL TEAM MEMBERS.
- UPDATE IDENTIFIED GAPS TO EXISTING PROCEDURES/WORK INSTRUCTIONS (BAU).

Assist the Service Delivery Management team with escalations and service improvements. - Provided weekly updates/mitigation of tickets
- ASSISTED THE SERVICE DESK TEAM MANAGER WITH VARIOUS REQUESTS/ESCALATIONS.
- ASSIST THE SUBJECT MATTER EXPERT WITH VARIOUS DUTIES AND REQUESTS.
- ADHERE TO SLAS FOR SERVICE REQUESTS AND INCIDENT HANDLING.

Key Requirements:

- CLEAR ENGLISH SPEAKING SKILLS AND ABILITY TO UNDERSTAND WRITTEN ENGLISH.
- PREVIOUS EXPERIENCE IN HELP DESK OR CALL CENTRE ENVIRONMENT PREFERRED!
- REMOTE SECURE ACCESS OVER SECURE ADSL AND WIRELESS DATA CARDS.
- ADSL MODEM CONFIGURATIONS, PSTN AND ISDN LINES KNOWLEDGE.
- WIRELESS SOLUTIONS (HANDSETS, SERVICE AND APPLICATION MALFUNCTIONS).
- ADSL, AND BDSL KNOWLEDGE, PABX\'S, IP TELEPHONY, VIDEO CONFERENCING, SOFTWARE AND APPLICATIONS.
- BMC REMEDY 7.0 AND 7.5, ROUTER ACCESS VIA TACAS, NETCOOL ALARMING SYSTEM

TELSTRA - ORDER ONLINE, MAXIM, CLARITY SOFTWARE (SIIAM AND TTA). - REMEDY VERSION 7.5 INCIDENT AND SERVICE REQUEST MODULES.
- MS OFFICE 2003/2007 (INCLUDING MS OUTLOOK 2007).

* MUST HAVE AUSTRALIAN WORKING RIGHTS.

Excellent long term career opportunity. Please send your C.V. to Natalie Zegarelli (IT Infrastructure - Commerce) or call me for professional and confidential assistance. If you are interested in this position please apply to Natalie Zegarelli.

Projektdetails

  • Einsatzort:

    Sydney, Australien

  • Projektbeginn:

    asap

  • Projektdauer:

    6 months +

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

  • Kategorie:

    IT Entwicklung, Sonstiges

  • Skills:

    support, ip

Robert Walters - Sydney