Service Desk Analyst | Global Multinational Company | Transport Industry Your new company Multinational company that provides IT services for aerospace, defence, transportation and security markets. Initial 6 month contract, looking to extend for the right Service Desk Engineer Your new role As a Service Desk Technician, you will be accountable for the following:
Provide 1st and 2nd level technical support across IS/IT services.
Follow ITIL and Agile methodologies, including Problem, Change, Incident, and Request Management.
Ensure ACD phones are answered within agreed-upon targets.
Log, monitor, and manage incidents, requests, and tasks to meet SLA targets.
Assess incident criticality and trigger the Major Incident Process.
Collaborate with resolver teams to streamline incidents through resolution.
Delegate, prioritize, and allocate work to the relevant support team if unable to resolve directly.
Update incidents, requests, and tasks with relevant information from customer calls.
Identify problems through incident analysis.
Follow the Change and Release process, including User Testing.
Maintain configuration of Service Desk tools (ACD, Interactive voice system, email systems, internet & Intranet, Knowledge database, Active directory, remote control, search & diagnostic tools).
Identify and participate in the Continued Service Improvement Program (CSIP) for Service Desk.
What you'll need to succeed
Must be Australian Citizen
Demonstrated experience in an IT support role.
Proficiency in Microsoft technology.
High-level skills in using common desktop PC software tools and Web-based applications.
Exceptional customer service orientation with excellent communication skills.
What you'll get in return
Great Work Environment
Competitive Daily Rates
Opportunity to work for a large multinational company
What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career. Please click here to apply.
Provide 1st and 2nd level technical support across IS/IT services.
Follow ITIL and Agile methodologies, including Problem, Change, Incident, and Request Management.
Ensure ACD phones are answered within agreed-upon targets.
Log, monitor, and manage incidents, requests, and tasks to meet SLA targets.
Assess incident criticality and trigger the Major Incident Process.
Collaborate with resolver teams to streamline incidents through resolution.
Delegate, prioritize, and allocate work to the relevant support team if unable to resolve directly.
Update incidents, requests, and tasks with relevant information from customer calls.
Identify problems through incident analysis.
Follow the Change and Release process, including User Testing.
Maintain configuration of Service Desk tools (ACD, Interactive voice system, email systems, internet & Intranet, Knowledge database, Active directory, remote control, search & diagnostic tools).
Identify and participate in the Continued Service Improvement Program (CSIP) for Service Desk.
What you'll need to succeed
Must be Australian Citizen
Demonstrated experience in an IT support role.
Proficiency in Microsoft technology.
High-level skills in using common desktop PC software tools and Web-based applications.
Exceptional customer service orientation with excellent communication skills.
What you'll get in return
Great Work Environment
Competitive Daily Rates
Opportunity to work for a large multinational company
What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career. Please click here to apply.
