Service Desk Officer

6 months ago

Perth, Australia Downer Group Full time

**Who We Are**

Downer is the leading provider of integrated services in Australia and New Zealand. Our Industrial & Energy business provides end-to-end facilities management and asset lifecycle support services for Australia’s critical economic infrastructure. Operating across the future energy, power generation, oil and gas and industrial sectors, we work closely with our customers to optimise the reliability, efficiency and whole-of-life costs of their assets and facilities.

**About the Role**
- Location: Canning Vale
- Full time position: 38 hours 5 days per week
- Shift work: Monday - Sunday
- Shift times weekdays: between 6am -7pm
- Shift times weekends: 6.30am-2.30pm
- Need to be available for weekday and weekend shifts
- Must have valid drivers’ licence and reliable car, no public transport close by

**Duties and Responsibilities**
- Provide and maintain professional customer service.
- Communicate effectively with client representatives and team members.
- Demonstrate an ability to work harmoniously within a team environment and encourage team members to actively contribute to meeting team objectives and goals.
- Receive, log, and escalate job inquiries.
- Carry out first level troubleshooting and investigations.
- Co-ordinate scheduling of monthly maintenance.
- Prioritise and assign service requests to field and workshop technicians.
- Determine chargeable reasons and closing of service requests.
- Monitor, record, and review incoming logs and servers to capture trends.
- Generation of performance reports (key performance indicators).
- Comply with all occupational health & safety and environmental requirements.

**About You**
- Year 12 or higher
- Current ‘C’ class driver’s license

**To be successful you will have experience in at least some of the following**:

- Previous exposure in a customer service / high volume call centre environment and/or a multidisciplinary service desk environment.
- Experience with Public Transport systems and/or ticketing equipment would be beneficial.
- Good understanding of computers, mobile devices and other tech products.
- Ability to diagnose and resolve basic technical issues.
- High level of attention to detail and good organising skills.
- Intermediate skills in Microsoft Office and Excel.
- Ability to follow written and verbal work instructions and procedures as directed.
- Work effectively with the team to accomplish team goals, taking actions that respect the needs and contributions of others.

**PLEASE NOTE: This position does not require any previous IT experience or qualifications and is not a pathway to IT Service or Engineering.**

**What We Offer**
- Employee benefits including health and wellness initiatives
- Personalised career development and growth working with an industry-leading team.
- Competitive remuneration package
- Safety focused culture working within a leading services industry
- Management support coupled with ongoing training and mentoring
- Career-enhancing opportunity to work within an ASX listed company
- Downer is made up of more than 33,000 people who are all different. Different preferences and perspectives. Different histories and heritages. We are different in the way we think, the actions we take and the unique value we contribute to Downer and it’s these differences that are Downer’s greatest strength._

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