Service Desk Controller

Business Unit:
Cubic Transportation Systems

Company Details:
Cubic offers an opportunity to provide innovative technology for government and commercial customers around the globe, helping to solve their future problems today. We’re the leading integrator of payment and information technology and services for intelligent travel solutions worldwide, and the leading provider of realistic combat training systems, secure communications and networking and highly specialized support services for military and security forces of the U.S. and allied nations. If you have an entrepreneurial spirit and thrive in an innovative environment, we want to talk to you about your next role at Cubic We are seeking employees inspired by technology, and motivated by the rewards of hard work, commitment, teamwork, quality, integrity, and respect. We invite you to explore opportunities with Cubic.

Job Details:
The Service Desk Controller promotes customer satisfaction by managing the relationship and giving timely updates with relation to existing reported issues.

Essential Job Duties and Responsibilities:

- 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

General Duties and Responsibilities:

- Comply with Cubic’s Quality Management System
- Comply with Cubic Occupational Health, Safety and Environment policies and procedures
- Comply with security in accordance with established policies and procedures of the organisations
- Comply with Cubic Human Resources Procedures
- Other duties as requested

Minimum Job Requirements:
Skills/Experience/Knowledge
- 1 - 2 years of experience in a similar environment (dispatch/coordination of a field workforce)
- Comprehensive computer and operating system knowledge and proficiency using Microsoft Office suite (including excel)
- Interpersonal skills, such as telephone skills, communication skills, active listening and customer focus
- Typing skills to ensure quick and accurate entry of service request details
- Strong technical awareness with the ability to match resources to technical issues appropriately
- Excellent customer service skills and well developed communication skills
- Ability to multi-task and adapt to changes quickly
- Excellent communication skills, both oral and written

Desirable:

- Prior use of ServiceNow

Personal Qualities
- Customer service focus
- Effective time management skills
- Ability to stay focused and calm under pressure
- Self-motivated with the ability to work in a fast moving environment
- The ability to effectively liaise with all levels of internal and external stakeholders
- Positive can-do attitude
- Ability to work independently and use initiative to find support from a range of established resources

Condition of Employment:
Successful outcome of a National Police Check
- The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements may change over time and according to business need._

Worker Type:
Employee