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Service Desk Support
Eingestellt von Robert Walters - Sydney
Gesuchte Skills: Support
Projektbeschreibung
KEY RESPONSIBILITIES INCLUDE:
- Compiling information, accurately preparing documents and recording and maintaining data associated with the IT Service Desk in accordance with current policies and procedures.
- Logging and assigning cases to the Service Desk application to ensure that clients receive timely advice for IT related Incidents and Requests using Remedy.
- Assisting in developing and maintaining methods and solutions through documentation
- Resolving cases by providing a level of diagnosis and troubleshooting of client's requests for assistance with IT related issues
- Monitoring the escalation of Incidents/requests to relevant support teams or team leader. Identifying similar issues raised by the customer requiring escalation to Team Leader
- Implementing procedures from within the company and ICT Service Desk
- Liaising with suppliers of the companies IT hardware to ensure adherence to service level agreements.
- Providing reports to team leader and manager
- Participating in on-going training and staff development to ensure skill levels are current.
- Monitoring Adherence to Key Performance Indicators for the position
- Performing other related duties as required
KEY REQUIREMENTS:
- Experience in providing telephone support and demonstrated high level customer service skills.
- Experience in a Service Desk environment and logging calls in a Tracking system.
- Ability to document customer incidents with speed and accuracy with excellent processing skills.
- Sound communication and interpersonal skills and ability to work independently or as part of a team.
- Experience in and knowledge and understanding of technical issues for networking, operating systems, office automation software, corporate applications and hardware.
- Demonstrated IT troubleshooting/analytical skills and to be able to conduct basic investigations to solve Incidents and answer enquiries.
- Good organisational skills, the ability to prioritise tasks and capacity to work in a high volume environment and meet deadlines.
- Knowledge of ITIL and Remedy
APPLICANTS MUST HAVE AUSTRALIAN WORKING RIGHTS.
If you're interested in this role quote KPT/665002 please send your C.V. to Katie Peterson or call me for professional and confidential assistance.
Projektdetails
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Einsatzort:
Wollongong, Australien
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Projektbeginn:
asap
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Projektdauer:
6 months+
- Vertragsart:
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Berufserfahrung:
Keine Angabe
Geforderte Qualifikationen
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Kategorie:
Sonstiges