Service Desk Analyst - Level 3 support

Location Melbourne
Discipline Information Technology
Job reference 160632
Salary Negotiable

About the role

To assist in providing a high standard of remote, telephone and email support to clients by providing service excellence in every engagement and utilizing cutting edge technology.

Responsibility

  • Handling all tickets as allocated by the business
  • Respond to incoming IT issues by troubleshooting as per guidelines and internal processes
  • Maintain first class communication with the client, adhering to specific service level agreements
  • Resolution of server level/company wide network issues
  • To work closely and in conjunction with the projects team on major projects
  • Provide mentoring and assistance to the level 1 & 2 team members
  • To ensure calls/tickets are logged, prioritized and escalated appropriately
  • Collaborate & communicate effectively within the team
  • Aim to increase the number of calls/tickets to be resolved on the first call
  • To ensure customer complaints are escalated to the service desk team leader
  • To ensure all customers are called to advise of ticket resolution
  • To include notes in every ticket after every phone call or other interaction with the customer

Skills required

  • Ability to engage others through credible communication and presentation.
  • Sound ability to multi-task across multiple IT platforms, with effective time management skills to ensure conflicting deadlines are met.
  • Intermediate computers skills - predominantly in Windows XP/7, cloud software and MS Office.

Chandan Karigowda
Operations Consultant

ManpowerGroup is committed to being a Diversity Confident Recruiter and encourages applications from people from a diverse range of backgrounds, including people with a disability. Please indicate your preferred method of communication in your resume and please let us know if you require any reasonable adjustments should you be contacted for an interview.

Aboriginal and Torres Strait Islander people are encouraged to apply.

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Experis Pty Ltd is a wholly owned subsidiary of ManpowerGroup

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