Service Desk Agent

2 weeks ago

Newcastle, New South Wales, Australia Experis Full time

**Role: Service Desk Agent**
**Location: Newcastle, NSW**
**Duration: 6-12 months with possible extensions**
**Visa: Citizens only**

**Project Description**:
Team based out of Newcastle, NSW provides out-tasking services to customers across Australia on a number of different technology platforms.
The Service Desk Agent will be supported by ITOC operations and engineering resources.
This is a role which requires broad, multi technology skills with a minimum working knowledge of networks (Routing, Switches, TCP/IP, Network Layers 1 to 7, troubleshooting) and level 1 skills in a Server Operating System.
Coaching and written procedures are provided.
This position will be part of a 24x7 operating Service Desk.

**Duties Include**:
Respond to automated detected events from the client's monitoring systems, validate if the event represents an interesting event and collect relevant information to prioritise and categorise the incident.
Enter incident details and progress of incident resolution into the client's Incident tracking system.
Perform diagnostics on IT infrastructure including Routers, Switches, Firewalls, HP-UX, Suse Linux, VMware, MS Windows Servers and Storage.
Undertake troubleshooting activities to either resolve the incident or identify the need for technical escalation.
Identify customer sensitive situations and instigate management escalation.
Ensure that the details of the incident and resolution are correctly recorded into the client's ITOC Australia Incident tracking system ServiceNow.
Maintain a high level of customer satisfaction by owning issues, managing communication both within client and with the customer, leveraging the wider client's resources to assist and following incidents through to resolution.
Maintain a thorough understanding of ITIL best practice
Demonstrate ability to work effectively with minimum supervision and must have flexibility in accordance with the needs of the business.
Ability to deal in a fast-pace and high pressured environment
Undertake other IT administration tasks such as data collection and report preparation.

**Work experience requirements**:
Customer service skills, Minimum five years experience in similar role.
Demonstrated passion for technology and an ability to learn new technologies
Working knowledge of networks (Routing, Switches, TCP/IP, Network Layers 1 to 7, troubleshooting).
Level 1 skills in a Server Operating System (e.g. MS Windows Server or Linux or HP UX)
Excellent communication skills (verbal, written and presentation).
A structured approach to troubleshooting.

**Education Requirements**:
TAFE Diploma/IT degree/certification
Industry certifications highly regarded (Microsoft, Networking, CCNA, ITIL, HP-UX, Linux,
etc.)
CCNA and ITIL v3 Foundations Certificate

**Lona Chatterjee**
**Operations Consultant**
**Let's Connect**- Aboriginal and Torres Strait Islander people are encouraged to apply._

State: QLD, licensee/s Manpower Services (Australia) Pty Ltd, LHL-02026-D5L4Q. State: QLD, licensee/s Greythorn Pty Ltd, LHL-02014-Y5F6D. State: SA, licensee/s Manpower Services (Australia) Pty Ltd, LHS 288856

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