Service Desk Specialist

3 months ago

Alexandria, Australia XTG Australia Full time

**SCOPE**

The Service Desk Specialist II works under mínimal supervision and is accountable for customer engagements related to Service Requests, Incidents, and escalations where first contact resolution is not possible.

**ACCOUNTABILITIES**
- Ensures excellent customer service by effectively assisting all system users with system problems, questions and requests as well as being ready to assist users at the start of the scheduled shift.
- Effectively resolves system user problems and requests in a timely manner and with a sense of urgency using system related knowledge by performing problem recognition and resolution. Elevates issues beyond Level II support to appropriate group for resolution.
- Ensures timely response to incidents by following up and updating tickets in ServiceNow with relevant and accurate information as incidents are reported. Transfers incidents to Level III support if not able to resolve. Documents and tracks incident status until closed or resolved while keeping upper management informed of the status.
- Effectively maintains computer equipment, copier, data line, mobiles and telephones by logging incidents and scheduling repair services.
- Provides support in tracking equipment and serial numbers by recording appropriate information for equipment that is installed and/or relocated.
- Ensures Service Desk procedures are appropriately documented by assisting with updating ServiceNow Knowledgebase articles. Participates and Creates knowledge articles when called for.
- Assist in the development and training of other more junior members of the Service Desk Team.
- Will be tasked with departmental initiatives and efforts to support new and/or revised service offerings.
- Additional duties as assigned.

**EDUCATION & EXPERIENCE**

High School Diploma/Senior Secondary Certificate. Associated degree in a related field preferred. Minimum of 3 years' service desk experience required.

**SKILLS & CERTIFICATIONS**
- Strong knowledge in personal computers, printers, telephone systems, copiers and fax machines.
- Knowledge of IT Service Management principles preferred.
- Experience and knowledge of Citrix technologies preferred.
- Strong customer service orientation.
- Strong analytical and problem-solving skills.
- Strong organisational skills and multitasking ability.
- Strong attention to detail.
- Demonstrated ability to work in teams with a collaborative interpersonal style.
- Good verbal and written communications skills including excellent telephone etiquette.
- Possess accurate keyboarding proficiency.

**PHYSICAL REQUIREMENTS**
- Must have the ability to remain in a stationary position for extended periods of time.
- Must have the ability to position self to maintain computers and various network equipment in the buildings, including under desks, in the server rooms, and anywhere cabling installation and maintenance would be required for troubleshooting and optimal organizational connectivity and usage.
- Exhibit manual dexterity to dial a telephone, to enter data into a computer terminal; to perceive and read a computer screen and printed material with or without vision aids.
- Detect and understand speech at normal levels and on the telephone; converse in audible tones so that others may understand clearly in person and on the telephone; ability to understand and follow oral and written instructions.
- Physical ability to lift up to 50 pounds.
- Applicant must be an Australian citizen or Australian permanent resident to be considered._

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