Representative Service Desk

1 week ago

Brisbane, Queensland, Australia Hudson Australia Full time

**Job Details**:

- Located in Murarrie, QLD
- Attractive Hourly Rate
- Full time Hours from Monday to Friday (Might have to work on Saturday as well)
- Rotating Roster between 5am to 9pm
- Great team and supportive work culture

**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 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

**Job Requirements**:

- 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

**Highly Desirable**:

- Prior use of ServiceNow

**Condition of Employment**:

- Successful outcome of a National Police Check

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