Helpdesk Support Analyst Job in Sydney 2000, New South Wales Australia
If you have Excellent Customer Service + Communication Skills and want to FAST TRACK YOUR IT CAREER, this is the role for you!If you have excellent customer service + communication skills and want to FAST TRACK YOUR I.T. CAREER, this is the role for you!! The role will see the successful Helpdesk Support Analyst working in a friendly and supportive team environment, based in a superb SYDNEY CBD location, with industry leading training offered. The organisation is known for being able to offer a world of opportunity as they have the scale, the resources and the local commitment to enable their employees to be the best in their field.
Key responsibilities include:
- To actively inform the customer on status of service request, manage suppliers to deliver to service levels and/or fulfil service request for a range of complex products and services available to the customer.
- Manage Customer Service requests using SMEC Remedy 7.5.
- Fulfil service request using various tools.
- Actively manage suppliers to insure SLAs are met.
- Keep the customer informed on status of service request.
- Update articles in SMEC Remedy Knowledge Management system.
- Provided mentor support to first level team members.
- Update identified gaps to existing procedures/work instructions (BAU).
Assist the Service Delivery Management team with escalations and service improvements. - Provided weekly updates/mitigation of tickets
- Assisted the Service Desk Team Manager with various requests/escalations.
- Assist the Subject Matter Expert with various duties and requests.
- Adhere to SLA s for Service Requests and Incident handling.
Key Requirements:
- Clear English speaking skills and ability to understand written English.
- Previous experience in Help Desk or Call Centre environment PREFERRED!
- Remote Secure Access over Secure ADSL and Wireless Data Cards.
- ADSL Modem configurations, PSTN and ISDN lines knowledge.
- Wireless solutions (Handsets, Service and application malfunctions).
- ADSL, and BDSL Knowledge, PABX's, IP Telephony, Video Conferencing, Software and Applications.
- BMC Remedy 7.0 and 7.5, Router Access via TACAS, Netcool Alarming System
Telstra - Order Online, MAXIM, Clarity software (SIIAM and TTA). - Remedy version 7.5 Incident and Service Request Modules.
- MS Office 2003/2007 (including MS Outlook 2007)
* MUST HAVE AUSTRALIAN WORKING RIGHTS.
Excellent long term career opportunity. Please send your C.V. to Natalie Zegarelli (I.T Infrastructure - Commerce) natalie.zegarelli@robertwalters.com.auor call me on (02) 8289 3210 for professional and confidential assistance. If you are interested in this position please apply to Natalie Zegarelli quoting reference number 11000131311/ZEN.