Service Desk Technician

3 weeks ago

Sydney, Australia Ignite Specialist Recruitment Services Full time

We are currently looking for a self-motivated and driven service Desk Technician for a 12-month contract role in Sydney Olympic Park, for our client - which is globally renowned for electrical/defence systems manufacturing.

Based at Sydney Olympic Park, the service Desk technician will be responsible for providing support at 1st and 2nd level fault diagnosis resolution to ensure business continuity for end users.

It is a contract job for 12 months with good hourly rates. Fresh graduates with flair for IT systems are welcome to apply.

**As a Service Desk Technician, you are accountable for**:

- Providing 1st and 2nd level fault diagnosis and fault resolution for technology in scope.
- Ensure that ACD phones are answered within agreed targets.
- Log, monitor and manage customers’ incidents, requests and tasks to ensure that SLA targets are met.
- Assess the criticality of incidents and trigger the Major Incident Process.
- Work with resolver teams to streamline incidents through to resolution.
- Management of Aged Calls to ensure calls are being progressed and Aged Call KPI’s are being met.
- Determine the nature of incidents, requests and tasks, and delegate, prioritise and allocate to the relevant support team if unable to resolve.
- Update incidents, requests and tasks with information relevant to customer calls.
- Identify Problems through the analysis of Incidents.
- Follow the Change and Release process including User Testing.
- Assist in the development of the Knowledge Base.
- Meeting customer / user needs and managing their expectations through communication and prioritisation based on value
- Identify and participate in the Continued Service Improvement Program (CSIP) for Service Desk.

**Skills and Experience required for the role**:

- Conflict resolution and negotiation skills and experience
- Good planning and orchestration of tasks
- Excellent time management skills
- Must be an Australian citizen for security clearance purposes.
- Excellent written and oral communication skills
- Excellent listening and interpersonal skills
- Highly self-motivated and self-directed
- Keen attention to detail

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