Level 2 - Service Desk Analyst - Brisbane, Qld

3 weeks ago

Brisbane, Australia ETS Full time

**Job no**: 516907

**Brand**: ETS

**Work type**: Full time

**Location**: Queensland, Auckland, Central

**Categories**: Information & Technology

**About the Opportunity**

As the technical face and voice of Flight Centre's Enterprise Technology Services, the purpose of the Level 2 Service Desk Analyst is to:

- Receive requests and incidents escalated from tier 1/ scheduled work
- Works to resolve technology issues that require deeper knowledge
- Identify trends in incidents to support problem management

**What you will be doing**:

- Act as an escalation point for advanced or difficult help requests that the Level 1 service desk cannot resolve
- Build rapport and elicit problem details from service desk customers
- Prioritise incidents and service requests according to defined processes to meet defined SLAs
- Escalation to vendors under existing support contracts, tracking and documenting vendor compliance to existing SLOs
- Escalation incidents / requests to suitable Level 3 technician or Product Engineer with accurate documentation when required
- Perform scheduled and documented configuration changes or deployments
- Knowledge sharing, including training tier 1 employees and cross-training peers
- Receive and document knowledge/solutions from tier 3
- Author, edit and QA knowledge base articles
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
- Use remote tools and diagnostic utilities to aid in troubleshooting
- Research solutions through internal and external knowledgebase as needed
- Identify and learn appropriate software and hardware used and supported by the organisation
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
- Develop knowledge base articles and FAQs for end users and contribute to technician knowledge base articles as needed
- Reinforce SLAs to manage end-user expectations
- Provide suggestions for continual improvement

**What you will need**:

- A minimum of 2 years' experience in an onsite or desktop support role or similar preferred
- Specific understanding of Hardware and PC Support and the Standard Operating Environment (SOE)
- Highly effective skills in communication and customer service with the ability to network and maintain relationships with other support teams
- Travel Industry experience would be desirable

Benefits include:

- **Salary** on offer -** $75 k package
- **Access to ongoing training
- **Individualised Learning & Development pathway options
- **Exclusive retail discounts -** accessible via our employee-only portal with 350+ of Australia’s leading retailers
- **Huge Travel discounts** including family and friends, health and wellness discounts, financial planning advice and more
- **Flexibility-** Monday to Friday week, business hours with work from home and office options available
- **Brightness of future -** career opportunities in a network of brands and businesses in over 20 countries - we promote from within
- **Corporate Health Discounts -** access exclusive discounts on health insurance plans for you and your family with our partner, BUPA.
- **Regular awards nights,** social team-building events, and opportunity to attend global conference (Bali in 2023)
- Proud **Corporate Social Responsibility** platform through the Flight Centre Foundation, workplace giving and volunteer leave

LI-CM1
- Our Talent Acquisition Team kindly requests no unsolicited resumes or approaches from Recruitment Agencies. Flight Centre Travel Group is not responsible for any fees related to unsolicited resumes._
- Health insurance

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