IT Service Desk Coordinator

3 days ago

Girraween, Australia JELD-WEN Full time

JELD-WEN, founded in 1960, is one of the world’s largest door and window manufacturers, with more than 20,000 employees operating in 24 countries globally. Within the Australasia region, JELD-WEN has over 70+ facilities and employs over 4,000 staff. JELD-WEN is the name behind iconic Australian brands - Stegbar, Regency, Corinthian, Aneeta, Trend, A&L and Breezway.

**The Role**

Reporting to the IT Service Desk Manager we’re after someone with exceptional customer service skills, very organised, excellent problem-solving and interpersonal skills as well as a team player.

This role will provide first contact support of incoming issues & requests to the service desk via telephone, face to face support & web portal to ensure courteous, timely, and effective resolution of end-user issues.

**Key Responsibilities**
- Strategically plan, and organise tickets through the ITSM System (ServiceNow)
- Prioritize/categorise incidents and service requests according to the process (ITIL)
- Manage critical incidents as an incident manager
- Alert leadership to emerging trends in incidents
- Manage communication and outages to the business when required.
- Produce and maintain daily & weekly & create trend reports
- Establish strong rapport with customers, suppliers and managers
- Seen as a critical contributor to the success of the Service Desk team
- Work collectively with the service team to strategically plan and organise tickets & scheduling for the Service Technicians.

**About You**
- Previous experience working in a fast-paced helpdesk/Desktop support role
- Demonstrated skillset in Level 1 Support
- MS Office 365, networks and systems administration exposure
- ITIL Certification or relevant experience is advantageous
- Ability to work effectively independently as well as part of a team
- Experience in customer service in either a face to face or call centre environment
- Excellent written and verbal communication and strong troubleshooting skills
- Organised and works well under pressure

**What's On Offer**
- Fabulous team environment
- A competitive remuneration package
- Generous discounts on our extensive range of JELD-WEN products
- On-site parking

**Your Next Steps**

**Agencies will only be engaged if required. Please do not contact us or send applicants to us unless requested by the Talent Acquisition Team.**

**#LI-CS1

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