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Level 2 Service Operations

2 months ago

Brisbane, Queensland, Australia Flight Centre Alumni Full time

Hello, Hej, 你好, Salut

At Flight Centre Travel Group (FCTG) our purpose is to 'open up the world for those who want to see'. Every day, we give people all around the world the opportunity to experience something really amazing – travel

As the technical face and voice of our global team, Enterprise Technology Services (ETS), you'll receive requests and incidents escalated from tier 1/ scheduled work, resolve technology issues that require deeper knowledge and identify trends in incidents to support problem management.

If you enjoy building rapport and elicit problem details from service desk customers & building and maintaining your advanced skillset/knowledge in troubleshooting, infrastructure, and application suite, please apply

Day in the life:

  • Provide second level contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues
  • Act as an escalation point for advanced or difficult help requests that the Level 1 service desk cannot resolve
  • Prioritise incidents and service requests according to defined processes to meet defined SLAs
  • Escalation to vendors under existing support contracts, tracking and documenting vendor compliance to existing SLOs.
  • Escalation incidents / requests to suitable Level 3 technician or Product Engineer with accurate documentation when required
  • Perform scheduled and documented configuration changes or deployments.
  • Knowledge sharing, including training tier 1 employees and cross-training peers.
  • Receive and document knowledge/solutions from tier 3
  • Author, edit and QA knowledge base articles
  • Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
  • Use remote tools and diagnostic utilities to aid in troubleshooting.
  • Research solutions through internal and external knowledgebase as needed
  • Identify and learn appropriate software and hardware used and supported by the organisation.
  • Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
  • Develop knowledge base articles and FAQs for end users and contribute to technician knowledge base articles as needed
  • Reinforce SLAs to manage end-user expectations
  • Provide suggestions for continual improvement

You'll be perfect for the role if you have:

  • A minimum of 2-year experience in an onsite or desktop support role or similar preferred.
  • Specific understanding of Hardware and PC Support and the Standard Operating Environment (SOE).
  • Highly effective skills in communication and customer service with the ability to network and maintain relationships with other support teams
  • Broad understanding of FCTG's full technology offering (desirable)
  • Travel industry experience (desirable)

What you'll enjoy...

  • Tick destinations off your bucket list with our discounts on travel and accommodation
  • Employee Share Scheme through Equate Plus
  • Access to in-house financial and health services, internal 24/7 gym and End-of-Trip Facility
  • Receive ongoing training and professional development
  • Closing the Gender Gap in Super Balances FCTG paid super contributions during parental leave & top up payments when Flightie parents return to work for the first 2 years
  • Preference for internal progression through Brightness of Future
  • Global career opportunities in a network of brands and businesses at your fingertips
  • Proud Corporate Social Responsibility platform through the Flight Centre Foundation, and Brighter Futures programs
  • Opportunity to attend global awards events, including Global Gathering (Las Vegas 2022, Bali 2023 and Lisbon 2024)
  • Various social events to promote networking, the celebration of wins, and sometimes just for fun


We value you...



Flight Centre Travel Group is committed to creating an inclusive and diverse workplace that supports your unique identity to create better, safer experiences for everyone. We encourage you to come as you are; to foster inclusivity and collaboration. We celebrate you.



Who we are...



Since our beginning, our vision has always been to open up the world for those who want to see.



As a global travel retailer, our people come from all different backgrounds, and our connections spread to the far reaches of the globe - 20+ countries and counting Together, we are a family (we call ourselves Flighties).



We offer genuine opportunities for people to grow and evolve. We embrace new experiences, we celebrate the wins, seize all opportunities, and empower all of our people to find their Brightness of Future.



We encourage you to DREAM BIG through collaboration and innovation, and make sure you are supported to make incredible ideas a reality. Together, we deliver quality, innovative solutions that delight our customers and achieve our strategic priorities.



Irreverence. Ownership. Egalitarianism


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