Service Desk

3 weeks ago


Sydney, Australia Innovat.IT Full time

Must have hands-on exp. In performing L1 support
- Must have experience in working under SLA based environment
- Should have good communication skills with clear accent.
- Should be able to log tickets in ServiceNow tool for the calls/mails received from end user
- Should be exp. In using ServiceNow tool.
- Should be able to prioritize, Triage and track the tickets.
- Must have knowledge on ITIL process.
- Should have worked on User access management
- Monitor the event alerts and notify to the concerned team and process the requests from the end users to level 2 and level 3 support engineers.
- Monitor the availability of the Database events like DB availability, Instance availability and the space availability of disk drives and file systems.
- Monitor the metric alerts, performance related issues like high CPU utilization, Application performance, high Memory utilization, Application tuning and Query tuning
- Acknowledge the request for DB stop/start, user creation and grant specific data access to user
- Should be able to route the tickets to the relevant L2/L3 teams
- Responsible for the end-user communication
- Able to provide timely reports on tickets,SLAs.

**Salary**: From $48,721.00 per year

Schedule:

- 8 hour shift



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