Representative Service Desk

2 weeks ago

Brisbane, Queensland, Australia Hudson Australia Full time

Job Details:

  • Located in Murarrie, QLD
  • Attractive Hourly Rate
  • Full time Hours from Monday to Friday (Might have to work on Saturday as well)
  • Rotating Roster between 5am to 9pm
  • Great team and supportive work culture

Job Duties and Responsibilities:

  • Provide an excellent level of customer service to callers, by providing them with appropriate support response and friendly communication
  • Monitor the smart card network for security alarms, faults, system issues and other maintenance requirements
  • Log all incidents and requests in ServiceNow and assign to the appropriate area
  • Dispatch field technicians to respond to requests within agreed SLAs
  • Review and adjust scheduling as new requests are received to ensure SLAs are maintained, and monitor progress of requests
  • Escalate high priority issues to the Team Leader and/or those that will not be not resolved in a timely manner
  • Liaise with internal and external stakeholders and follow up to ensure issues have been resolved
  • Work closely with the field team to ensure efficient coordination and dispatch of field services personnel
  • Maintain service records for fault management, preventative maintenance and reporting purposes
  • Participate in disaster recovery/business continuity planning and testing
  • Carry out ad hoc requests from internal/external stakeholders
  • Assist with documentation of internal procedures to assist in day to day operations
  • Assist with internal and external training
  • Exchange and share knowledge across all products
  • Report all WHSE incidents, potential hazards, near misses and accidents

Job Requirements:

years of experience in a similar environment (dispatch/coordination of a field workforce)

  • Comprehensive computer and operating system knowledge and proficiency using Microsoft Office suite (including excel)
  • Interpersonal skills, such as telephone skills, communication skills, active listening and customer focus
  • Typing skills to ensure quick and accurate entry of service request details
  • Strong technical awareness with the ability to match resources to technical issues appropriately
  • Excellent customer service skills and well developed communication skills
  • Ability to multitask and adapt to changes quickly
  • Excellent communication skills, both oral and written

Highly Desirable:

  • Prior use of ServiceNow

Condition of Employment:

  • Successful outcome of a National Police Check

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