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Service Desk Controller
2 weeks ago
Business Unit:
Cubic Transportation Systems
Company Details:
The Service Desk Controller promotes customer satisfaction by managing the relationship and giving timely updates with relation to existing reported issues.
Job Details:
- Provide an excellent level of customer service to callers, by providing them with appropriate support response and friendly communication
- Monitor the smart card network for security alarms, faults, system issues and other maintenance requirements
- Log all incidents and requests in ServiceNow and assign to the appropriate area
- Dispatch field technicians to respond to requests within agreed SLAs
- Review and adjust scheduling as new requests are received to ensure SLAs are maintained, and monitor progress of requests
- Escalate high priority issues to the Team Leader and/or those that will not be not resolved in a timely manner
- Liaise with internal and external stakeholders and follow up to ensure issues have been resolved
- Work closely with the field team to ensure efficient coordination and dispatch of field services personnel
- Maintain Cubic service records for fault management, preventative maintenance and reporting purposes
- Participate in disaster recovery/business continuity planning and testing
- Carry out ad hoc requests from internal/external stakeholders
- Assist with documentation of internal procedures to assist in day to day operations
- Assist with internal and external training
- Exchange and share knowledge across all products
- Report all WHSE incidents, potential hazards, near misses and accidents
Worker Type:
Employee
