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Service Desk Consultant

Contract/Casual
NSW, Sydney
Posted on 19.09.2017
  • Market leading brand
  • CBD Location
  • Initial 6 month contract, potential to extend



Looking for an experienced Service desk consultant for a well-regarded team.

Sydney

Fantastic opportunity for an experienced Service Desk Consultant to join this market leading company.

Brief on the roles & responsibilities:

  • Manage Customer Incidents and Service Requests using SMEC Secure Remedy and Service Now
  • Resolve Incidents and Fulfil service request using various tools e.g. MICA, Cisco Call Manager
  • Actively manage 3 rd parties to ensure customer SLAs are met
  • Keep the customer informed on status of Incidents or service Requests.
  • Update articles in SMEC Remedy Knowledge Management system and Service Now
  • Provided mentor support to first level team members
  • Update identified gaps to existing procedures/work instructions.
  • Manage and assist with escalations and service improvements
  • Provided weekly updates/mitigation of tickets
  • Assist 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
  • Monitor and Manage Incidents and Service Requests queues
  • Participate and Adhere to jeopardy management processes

Skills desired:
  • ITIL Foundation Certificate preferred
  • Minimum Baseline Security Clearance preferred
  • Excellent communication skills
  • High level of problem solving skills
  • Capability to investigate, analyse and advise customers
  • Proven ability to manage to tight deadlines
  • Experience in managing issues from End to End.
  • Demonstrated ability to assimilate to new technology, procedures and products.
  • Demonstrated ability to adapt to change

Do not hesitate in applying to be considered!


To be considered for the role click the 'Apply' button or for more information about this and other opportunities please contact Aishwarya Raghotham on 02 9464 5514. Please quote our job reference number: 200171522.

Reference Number: 200171522_2

Contact Details: araghotham@paxus.com.au

How to Apply?

Click on the link below

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