Job Description

4.00 to 12.00 Years
SYDNEY [Australia]
Responsibilities¿  Receiving, logging and managing calls from internal staff via telephone and email¿  Maintaining an Asset Database and track changes1st line support   troubleshooting of IT related incidents ¿  Troubleshoot BI and data issues with the assistance of SOPs¿  Escalate unresolved calls to the next support level.¿  Log all calls in the Service Desk Call Logging system ¿  Take ownership of user problems and follow up the status of problems on behalf of the userAnd communicate progress in a timely manner¿  To maintain a high degree of customer service for all support queries and adhere to allService management principles¿  Provide stats for the weekly Service Desk report on call trends¿  Publishing support documentation to assist staff with requests for information & provideStaff training if required¿  Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups.¿  Act as a single point of contact for phone calls and emails from staff regarding IT issues.Qualifications:¿  ITIL V3 qualification is essential.¿  Voice training (XXX) is essential.Requirements:¿  Excellent communication skills and telephone manner.¿  Excellent organisational skills¿  2 years previous IT Service Desk and/or Call Centre experience required¿  Incident Management experience ¿ Managing incidents including business expectations and communication¿  Basic User & Security Group Active Directory administration¿  Strong knowledge of Microsoft based operating systems¿  Experience with using and troubleshooting confluence and Service Now.¿  You will be a self motivated achiever who gains satisfaction from providing excellent customer service