Service Desk Level 2

2 weeks ago


Hamilton, Victoria, Australia Mangano IT Full time

Position | Service Desk Level 2

Role Service Desk Level 2
Team Service Delivery

Reports to Service Delivery Manager
Direct reports N/A

About the Position About Mangano IT
This role is responsible for performing
Purpose
Service Desk Level 2 business as usual Sharing what we know to
support to Mangano IT clients and improve business outcomes.
determine the best solution based on
Our Niche
the issue and details provided. Large enough to get it done,
small enough to care.
You will also be responsible for
Core Target
escalating urgent issues and ensuring Agile business partner to Australian
that all clients receive the highest level medium sized organisations,
of service. supporting technology whilst focusing

on security.

Mangano IT's Values
**Progressive Effective Accountable Steadfast

Key Outcomes for the Position

60% Resolution of technical service requests
10%

30% Client service and support
30%
60%

10% Continuous Improvement

What We're Looking For

  • Very good client service skills
  • Consistent approach to analysis
  • Ability to follow defined process and problemsolving tasks
documentation consistently - Ability to exercise initiative

  • Sound technical capabilities for
  • Good written and verbal
problem identification and communication skills
resolution - Superior time-management

  • Comprehensive knowledge of and prioritisation skills
popular go-to-market offerings, - Very good problem-solving
vendor products, and services skills
expertise of the business

  • High attention to detail
ABN Hamilton, QLD, 4007 Hamilton Central, QLD, 4007

Outcome Profile

What Success Looks Like | Resolution of technical service requests

Strategy Performance Expectation
Ticket Resolution - Investigate and resolve all Level 2 issues and
- work all assigned tickets toward resolution
  • Fewer than two (2) tickets past due at any
given time
Ticket Hygiene - Ensure all tickets are managed in accordance

with ticket hygiene best practices
Service Level - Successfully complete 90% of assigned tickets
Agreements within the stated Service Level Agreements
Escalate as Required - Escalate any ticket you are unable to

complete if you have worked on it for 60
minutes and can demonstrate the tasks you
have completed in the ticket notes

What Success Looks Like | Client service and support

Strategy Performance Expectation
Ready for Service - Ensure that you are logged in to ConnectWise

Manage and the phone system at your
designated start time and that you are
working through responding to client service
request tickets for 80% of your time at work

Collect Accurate Details - Follow all Mangano IT instructions and
processes to collect all client details and
ensure they are 100% accurate within all
internal management systems

Customer Satisfaction - Client feedback is 95% positive and fewer than
5 negative client feedback responses in the
previous 12 month rolling period

What Success Looks Like | Continuous Improvement

Strategy Performance Expectation
Timesheets - Update all timesheets to accurately reflect

all time
Work Instruction and - Update at least one work instruction or
Process Improvements identify and document at least one process

for improvement each quarter and submit to
the Service Delivery Manager

Team Queries - Queries and issues raised by Management or
Team to be responded to within one
business day

ABN Hamilton, QLD, 4007 Hamilton Central, QLD, 4007
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