Service Desk Analyst
6 months ago
Country/Region: AU- State: WA- City: Perth- Job ID: 3221**About Us**:
- Fortescue is both a proud West Australian company and a global green solutions business. We are recognised for our culture, innovation and industry-leading development of infrastructure, mining assets and green energy initiatives._
**Our Opportunity**:
Fortescue Centre & Bennett St
- Fortescue’s Perth office is located on the traditional lands of the Whadjuk Noongar people.
Roster: Monday to Friday
This is an exciting and challenging role within the Fortescue Technology Service Desk, responsible for supporting business and process critical systems. This role represents the front-line support for the business at a global scale, acting as the single point of engagement and business facing side of Technology & Autonomy.
**Key Responsibilities**:
- Acts as initial point of contact for global Technology related issues, providing first contact triage, effective troubleshooting through to resolution or providing informative handover & escalation to a relevant support team in an efficient and effective manner.
- Always maintain polite and courteous relations with customers and business support.
- Strive to excel by meeting or exceeding Fortescue's Service Level Objectives in a high paced environment.
- Clear and concise ticket management always.
- Actively follow and review process documentation.
- Work as a team and coordinate supporting with the wider technology and Business Support teams.
**Qualifications and Experience**:
- Minimum 3 years of providing outstanding technical and customer support experience at an enterprise level.
- ITIL v4 foundation (minimum)
- MTA: Windows Operating System Fundamentals (required)
- Ability to provide resolution on first call through extraordinary troubleshooting capability.
- Ability to work as a member of a multi-disciplinary team while aspiring to lead by example, through the process and continual process improvement.
- Strong time management skills and have an ability to work to often tight, and multiple deadlines.
- Proven ITSM ticket management skillsets, capturing clear and concise details including a solid understanding of incident, task and problem management.
- Excellent descriptive and point driven written skills with strong people focus including a high level of understanding communication and able to demonstrate the ability to address audiences of all backgrounds.
**Our Commitment**:
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