Service Desk Specialist

The Opportunity

An exciting Service Desk role has just become available at one of Australia's most respected global insurance. Our client is growing their team of Deskside Support Technicians. You are part of a team responsible for administering and supporting multiple & single domain environments with large numbers of end-users. One of the main objectives is to work independently using roles & features in a Microsoft environment such as mailbox management in Exchange, Office 365 & user management in the active directory. You will report to the Service Desk Manager and work closely with other team members.

Key Responsibilities

• Receiving customer calls and emails clarifying requirements
• Log all Incidents and Service Requests in the ITSM tool
• Ensure all tickets have accurate details and the correct priority
• Attempt to resolve the first point of the contract using KBAs
• Ensure internal and external stakeholders are updated for Priority 1 & 2 tickets
• Escalate and liaise with Major Incident Manager (MIM) as needed
• Escalating issues such as customer complaints to management
• Ensure customer Service Level Agreements (SLA) and customer expectations are met
• Ensure company Key Performance Indicators (KPI) are met
• Ensure company Operational Level Agreements (OLA) are met
• Create & update KBAs as needed
• Engage with 3rd party vendors as needed
• Adhere to the SMC procedures and policies

Required System Experience

Skills, Experience & Qualifications

ASW Offers

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