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Service Desk Officer

Location:

Perth

Work type:

Full Time

Classification:

Information & Communication Technology

Salary:

$60000.00 - $70000 per annum

Job reference:

JO-1811-525282

Start date:

2018-12-03

Contact email:

simon.prue@talentinternational.com.au

Advertiser:

Simon Prue

Experienced IT Service Desk Analyst required for shift work based in Perth.

Duties-
  • Remotely supporting customer requests and incidents by phone and email.
  • Maintaining the client infrastructure including Daily Checks and Troubleshooting
  • Controlling and monitoring the ticket system.
  • Initial troubleshooting of incidents.
  • Track customer reported problems following Incident Management Procedures.
  • Continual communication with Incident Manager.
  • Effectively work with the Operation Centre, 2nd, and 3rd level support groups as needed for ticket resolution.
  • Ensure timely follow-up and resolution of customer requests following established severity level guidelines.
  • Work closely with overseas Service Desks and teams.
  • Shift Rostered Position
Required skills
  • Excellent customer service skills.
  • Excellent communication skills (written, oral and interpersonal).
  • Sound analytical and problem solving skills.
  • Ability to take ownership of escalated issues and coordinate with appropriate resources to resolve them in a timely manner.
  • Ability to document, track, monitor, follow up and prioritise customer support requests to ensure a timely resolution and transfer information to knowledge base.
  • Good time management and multi-tasking skills.
  • Good knowledge of Windows based environment, common hardware, common office productivity applications and Active Directory.
Desirable Skills/ Qualifications/Experience
  • Shift work experience
  • Experience in Networking
  • ITIL foundation Certificate
  • Cisco certifications

To submit your application, please click the "APPLY NOW' button below and attach your C.V (in Word) If you require any further information please contact Simon Prue at Talent International on (08) 9221 3300

 

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