Service Desk Support

Service Desk Support

Job Title: Service Desk Support
Contract Type: Contract
Location: Parramatta
Salary: Market rate
Start Date: 2021-08-24 00:00:00
Reference: V-39717
Contact Name: Maria Fabello
Contact Email:
Job Published: August 25, 2021 16:47

Job Description

Service Desk Support in Sydney (Parramatta)

8 hours per day, 40 hours per week

12-months contract

Rotating Roster & On-call Ability to work a 24/7 - 365 day rotating roster

Primary purpose of the role The Provisional Service Desk Agent is a foundational level position responsible for resolving caller requests in line with client service level agreements and accurately logging the resolution or investigative work performed into a Service Desk enterprise ticketing system. 

Key accountabilities
  • Provide highly developed customer service and support to users to solve incidents and minimise impact and loss of productivity due to ICT issues
  • Manage competing priorities between inbound calls and queue management within the enterprise ticketing system to ensure services are delivered within expected time frames 
  • Provision accounts and access in line with security and approval processes 
  • Clearly and accurately document SWSD activities and client experience/context within the enterprise ticketing system as a single source of truth, while following the documented format and requirements
  • Contribute to organisational learning by identifying areas where existing documentation can be updated/created for the SWSD knowledge base and existing documentation libraries
  • Participate in regular performance meetings and training activities. Complete individual SWSD learning plan focusing on attaining customer certifications and foundational skills in customer service and service desk technologies Key challenges 
  • Establish collaborative and influential relationships with stakeholders, customers and colleagues, to ensure easy and effective achievement of team / project / business goals.
  • Effectively balance competing demands.
  • Contribute to creating and maintaining a constructive workplace culture.

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