Service Desk Level 2

5 days ago

Hamilton, Australia Mangano IT Full time

**Position | Service Desk Level 2**

**Role **Service Desk Level 2 **Team **Service Delivery
**Reports to **Service Delivery Manager **Direct reports **N/A

**About the Position About Mangano IT**

This role is responsible for performing **Purpose**
Service Desk Level 2 business as usual Sharing what we know to
support to Mangano IT clients and improve business outcomes.
determine the best solution based on **Our Niche**
the issue and details provided. Large enough to get it done,
small enough to care.
You will also be responsible for **Core Target**
escalating urgent issues and ensuring Agile business partner to Australian
that all clients receive the highest level medium sized organisations,
of service. supporting technology whilst focusing

on security.

**Mangano IT’s Values**

**Progressive Effective Accountable Steadfast
**Key Outcomes for the Position**

**60% **Resolution of technical service requests** **10%

**30% **Client service and support** **30%
60%

**10% **Continuous Improvement

**What We’re Looking For**
- Very good client service skills - Consistent approach to analysis- Ability to follow defined process and problem-solving tasks

documentation consistently - Ability to exercise initiative
- Sound technical capabilities for - Good written and verbal

problem identification and communication skills
resolution - Superior time-management
- Comprehensive knowledge of and prioritisation skills

popular go-to-market offerings, - Very good problem-solving
vendor products, and services skills
expertise of the business
- High attention to detail
- 07 3151 9000
ABN 81 649 576 929 Hamilton, QLD, 4007 Hamilton Central, QLD, 4007

Outcome Profile
**What Success Looks Like | Resolution of technical service requests**

**Strategy Performance Expectation**
Ticket Resolution - Investigate and resolve all Level 2 issues and
- work all assigned tickets toward resolution- Fewer than two (2) tickets past due at any

given time
Ticket Hygiene - Ensure all tickets are managed in accordance

with ticket hygiene best practices
Service Level - Successfully complete 90% of assigned tickets
Agreements within the stated Service Level Agreements
Escalate as Required - Escalate any ticket you are unable to

complete if you have worked on it for 60
minutes and can demonstrate the tasks you
have completed in the ticket notes

**What Success Looks Like | Client service and support**

**Strategy Performance Expectation**
Ready for Service - Ensure that you are logged in to ConnectWise

Manage and the phone system at your
designated start time and that you are
working through responding to client service
request tickets for 80% of your time at work

Collect Accurate Details - Follow all Mangano IT instructions and
processes to collect all client details and
ensure they are 100% accurate within all
internal management systems

Customer Satisfaction - Client feedback is 95% positive and fewer than
5 negative client feedback responses in the
previous 12 month rolling period

**What Success Looks Like | Continuous Improvement**

**Strategy Performance Expectation**
Timesheets - Update all timesheets to accurately reflect

all time
Work Instruction and - Update at least one work instruction or
Process Improvements identify and document at least one process

for improvement each quarter and submit to
the Service Delivery Manager

Team Queries - Queries and issues raised by Management or
Team to be responded to within one
business day
- 07 3151 9000
ABN 81 649 576 929 Hamilton, QLD, 4007 Hamilton Central, QLD, 4007

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