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Service Desk Operations Specialist

2 months ago

Sydney, New South Wales, Australia Pyramid Global Technologies Full time
About the Job

Service Desk Monitoring - EUC

Roles and Responsibilities

Service Desk:

  • Monitoring Team Member
  • Take calls from business users, log tickets, and action tickets to close or triage to relevant support teams
  • Process email support requests from client users, log tickets, and action resolve tickets or triage to relevant support teams
  • Escalate to relevant teams for priority tickets, including P1 and P2 tickets
  • Send communication to business users as required

Key Responsibilities:

  • Work closely with track leads and delivery managers to ensure assigned tickets are addressed and processed as per agreed SLAs
  • Support, mentor, and manage the team to deliver key KPIs, including first call resolution targets
  • 24x7 monitoring of all alerts from servers and devices hosted in the Data Centre
  • Validate alerts, discard false alerts, and assign valid alerts to respective technology support tracks
  • Follow up with relevant technology track teams to ensure open items are closed on time
  • Raise incident tickets in the ticketing tool based on alerts, threshold breaches, and other communication from relevant team members
  • Make calls to relevant technical teams if tickets are not acknowledged and actioned within agreed SLA periods
  • Raise service requests in the ticketing tool as requested by relevant team members
  • Assist in preparation of daily, weekly, and monthly reports

Requirements:

  • 3-5 years of experience in Service Desk/Network Monitoring (NOC) Centre
  • ITIL V3 foundation certification/knowledge
  • Good communication, voice, and writing skills in English
  • Diploma or graduate in IT discipline