Service Desk Specialist

2 days ago

Alexandria, Australia XTG Australia Full time

**SCOPE**

The Service Desk Specialist II works under mínimal supervision and is accountable for customer engagements related to Service Requests, Incidents, and escalations where first contact resolution is not possible.

**ACCOUNTABILITIES**
- Ensures excellent customer service by effectively assisting all system users with system problems, questions and requests as well as being ready to assist users at the start of the scheduled shift.
- Effectively resolves system user problems and requests in a timely manner and with a sense of urgency using system related knowledge by performing problem recognition and resolution. Elevates issues beyond Level II support to appropriate group for resolution.
- Ensures timely response to incidents by following up and updating tickets in ServiceNow with relevant and accurate information as incidents are reported. Transfers incidents to Level III support if not able to resolve. Documents and tracks incident status until closed or resolved while keeping upper management informed of the status.
- Effectively maintains computer equipment, copier, data line, mobiles and telephones by logging incidents and scheduling repair services.
- Provides support in tracking equipment and serial numbers by recording appropriate information for equipment that is installed and/or relocated.
- Ensures Service Desk procedures are appropriately documented by assisting with updating ServiceNow Knowledgebase articles. Participates and Creates knowledge articles when called for.
- Assist in the development and training of other more junior members of the Service Desk Team.
- Will be tasked with departmental initiatives and efforts to support new and/or revised service offerings.
- Additional duties as assigned.

**EDUCATION & EXPERIENCE**

High School Diploma/Senior Secondary Certificate. Associated degree in a related field preferred. Minimum of 3 years' service desk experience required.

**SKILLS & CERTIFICATIONS**
- Strong knowledge in personal computers, printers, telephone systems, copiers and fax machines.
- Knowledge of IT Service Management principles preferred.
- Experience and knowledge of Citrix technologies preferred.
- Strong customer service orientation.
- Strong analytical and problem-solving skills.
- Strong organisational skills and multitasking ability.
- Strong attention to detail.
- Demonstrated ability to work in teams with a collaborative interpersonal style.
- Good verbal and written communications skills including excellent telephone etiquette.
- Possess accurate keyboarding proficiency.

**PHYSICAL REQUIREMENTS**
- Must have the ability to remain in a stationary position for extended periods of time.
- Must have the ability to position self to maintain computers and various network equipment in the buildings, including under desks, in the server rooms, and anywhere cabling installation and maintenance would be required for troubleshooting and optimal organizational connectivity and usage.
- Exhibit manual dexterity to dial a telephone, to enter data into a computer terminal; to perceive and read a computer screen and printed material with or without vision aids.
- Detect and understand speech at normal levels and on the telephone; converse in audible tones so that others may understand clearly in person and on the telephone; ability to understand and follow oral and written instructions.
- Physical ability to lift up to 50 pounds.
- Applicant must be an Australian citizen or Australian permanent resident to be considered._

  • Customer Service Specialist

    2 weeks ago

    Alexandria, Australia Koala Full time $50,000 - $80,000 per year

    At Koala we believe that designing better habitats leads to better lives – for our people, our planet, and the communities we're part of. For a decade we have been perfecting our approach to furniture design; creating beautiful, flexible, innovative and sustainable products that solve the needs of real people.Why we have this role @ KoalaTo provide...

  • Customer Service Specialist at Eco Outdoor

    1 week ago

    Alexandria, Australia Eco Outdoor Full time

    Description A key part of our operations is the exceptional customer service we provide to our clients and we're on the lookout for a Customer Service Specialist, based in our Warehouse, in Alexandria. This role is part of a fun and energetic team and would suit an enthusiastic person who is looking to further their career in customer service, with...

  • Sda Transition Specialist

    2 weeks ago

    Alexandria, Australia United for Care Full time

    Competitive salary - Based in Alexandria **Our Purpose** At Vertika, we reimagine the ease and comfort of everyday urban living through the next generation of smart homes—our Vertical Villages. We provide **_Specialist Disability Accommodation (SDA)_**, offering ongoing support through our SIL partners and access to a vibrant community. **The...

  • IT Services Manager Tapestry Anz Coach and Kate Spade

    1 week ago

    Alexandria, Australia Tapestry Full time

    **About us**: Join the iconic fashion houses **Coach** and **Kate Spade**, part of the Tapestry House of Brands, as we seek a highly capable and self-directed **Technology Services Manager** to lead IT support and service delivery operations across **Australia and New Zealand**. This is a pivotal role responsible for managing outsourced service providers,...

  • Parts Specialist

    5 days ago

    Alexandria, Australia Carma Full time

    Backed by an ambitious team, the latest technology, first-class customer service and a state of the art test facility, Carma makes buying pre-loved cars a seamless, hassle-free experience. Embrace the chance to be part of a fast-growing business right from the start. **About the Role** We’re looking for a full time Parts Specialist to join the production...

  • Customer Service Specialist

    1 week ago

    Alexandria, Australia Carma Full time

    Backed by the latest technology and a state-of-the-art automotive reconditioning facility, Carma makes buying pre-loved cars a seamless, hassle-free experience. From our reconditioning standards, through to delivery and customer support, our customers are really at the heart of everything we do. **About the role** We are looking for a passionate and...

  • Marketing Campaign Specialist

    2 weeks ago

    Alexandria, Australia Funlab Full time

    Who Are We? As a finalist in the 2023 Best Employers Awards, Funlab Pty Ltd provides a fun and positive work environment with the goal of making sure every human has a safe place to be themselves. Investing in our people is one of our Core Values and we aim to develop our people during their journey with us, whilst allowing them to create memorable...

  • Senior Network Specialist

    1 week ago

    Alexandria, Australia Department of Education Full time $129,464 - $142,665

    At the NSW Department of Education, we educate and inspire lifelong learners – from early childhood, through schooling to vocational education and training. Ongoing, Full Time Location EveleighA talent pool may be created through this recruitment process to fill anticipated vacancies over the next 18 months.Competitive remuneration ranging from $129,464...

  • Operations Specialist

    1 week ago

    Alexandria, Australia Good Cycles Full time

    If driving around the inner suburbs, jumping in and out of the van, and undertaking a full shift of active work sounds fun, this is the job for you! **Purpose of the role** Your role is as part of a supportive team distributing share e-Bikes to key locations, swapping batteries for charged ones and ensuring the fleet is parked in a compliant manner around...

  • Social Media

    1 week ago

    Alexandria, Australia SurfStitch Full time

    We’re on the hunt for an experienced Social Media & Marketing Specialist - someone who is just as passionate about our customers as we are. You’ll be part of the team who defines and delivers our brand and community strategy across key markets and channels. The main function of the Social Media & Marketing Specialist is to provide a high level of...