Service Desk Controller

Business Unit
Cubic Transportation Systems

Company Details
When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people's lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners.

We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Explore more on

Job Details
The Service Desk Controller is responsible for coordinating field technicians and other available resources for optimum efficiency in responding to customer requests and to contribute to the achievement for contractual KPI/SLA targets being achieved.

Essential Job Duties And Responsibilities

• Work closely with the Field Services Supervisors to ensure efficient coordination and dispatch of field services personnel
• Schedule and dispatch field services personnel to appropriate locations in accordance with customer requests and needs, ensuring the agreed service level targets are maintained at all times
• Ensure distribution of preventative maintenance jobs are done in line with monthly schedules and SLAs
• Review and adjust scheduling as new requests are received to ensure SLAs are maintained
• Prioritise all requests as per the SLA and log them into the IT Service Management (ITSM) system
• Allocate requests to the appropriate 2nd and 3rd level support teams
• Receive and respond to incoming calls, emails and faxes received from internal and external stakeholders in a prompt, professional and courteous manner.
• Facilitate communication with customers as required keeping them informed of the progress of their request, notifying them of impending changes or agreed outages
• Monitor progress of requests to ensure they are escalated in a timely manner to support Cubic's contractual service level targets.
• Escalate situations of significance or those that are not resolved in a timely manner, or requests in breach of agreed service level targets
• Effectively liaise and engage in productive work relationships with other team members, supervisor, internal and external stakeholders
• Ensure accuracy of data captured for fault management, preventative maintenance and reporting in the Service Management Tool
• Exchange and share knowledge across all products
• Work as a team member supporting the Operations team to ensure customer satisfaction

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

Skills/Experience/Knowledge
Minimum Job Requirements:
Essential

• Strong teamwork skills in resolving issues and maintaining clear communication between teams.
• Comprehensive computer and operating system knowledge and proficiency using Microsoft Excel and Outlook.
• Ability to stay organized and maintain attention to detail even when handling multiple service orders.
• Experience working closely with customer service teams, and other departments to ensure service coordination.
• 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.
• A good geographical knowledge of the service area (Sydney basin and surrounding districts)

Desirable

• Previous experience in coordinating and dispatching field technicians or service teams.
• Service Now Experience
• Understanding of operations, first line maintenance of devices
• Demonstrated experience resolving scheduling conflicts, last-minute changes, or other challenges.
• Experience maintaining records of service calls, technician performance, and customer feedback.

Personal Qualities

• Customer service focus
• Excellent communication skills, both oral and written
• The ability to effectively liaise with all levels of internal and external stakeholders
• Excellent time management skills with the ability to multi-task
• Self-motivated with the ability to work in a fast moving environment
• High level of proficiency in written and verbal communication
• Ability to stay focused and calm under pressure
• Professional appearance, attitude and conduct
• Professional and positive can-do attitude
• Highly developed customer service skills evidenced in representing the organisation through courteous and professional dealings with all stakeholders
• Ability to adapt to changes quickly in a services management environment

Condition Of Employment

• Successful outcome of a National Police Check is compulsory
• 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 needs.

Worker Type
Employee