Service Desk Operations Specialist

7 days ago

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

Service Desk monitoring - EUC

Key Responsibilities
  • Take calls from business users, log tickets, and action them to close or triage to relevant support teams.
  • Process email support requests from client users, log tickets, and action to resolve or triage to relevant teams.
  • Evaluate and escalate priority tickets, including P1 and P2, to relevant teams as outlined in SOP.
  • Communicate with business users as required and work closely with track leads and delivery managers to ensure assigned tickets are addressed and processed according to SLA.
  • Support, mentor, and manage the team to deliver key KPIs, including first call resolution targets.
  • Monitor all alerts from servers and devices hosted in the Data Centre, validate them, and assign valid alerts to respective technology support tracks.
  • Follow up with technology track teams to ensure open items are closed on time and raise incident tickets in the ticketing tool based on alerts and threshold breaches.
  • Make calls to technical teams if tickets are not acknowledged and actioned within SLA periods and escalate to relevant authorities if no action is taken.
  • Raise service requests in the ticketing tool as requested by team members and assist in preparing 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.

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