It Service Desk Job in Servian Pty Ltd

What would be expected from you:

• Responsible for providing first contact level 1 and level 2 technical support response, including answering the phone, responding to self service ICS support requests, working with support systems, answering emails and managing ITSM tickets etc.
• Responsible for providing appropriate level of support to Servian Managed Services customers, and Servian-as-a-customer end-users, within prescribed SLAs.
• Identify the correct procedures or channels for resolution and monitor resolution activity and progress updates to customers.
• Able to bring insight and expertise in how user needs have changed over time to ensure these are met by the Service Desk function.
• Communicate effectively with customers and stakeholders
• Assist customers while resolving problems efficiently to mitigate negative impact.
• Is experienced in meeting the needs of multiple users across a variety of channels with a number of competing priorities.
• Responsible for escalating level 2 and 3 ICS requests to the appropriate resolver group, internal or external to the service support function.
• Responsible for implementing Disaster Recovery (DR) and Business Continuity protocol where appropriate.
• Responsible for responding to planned and unplanned ICS disruptions, minimising ICS downtime.
• Coordinates the response to customer requests, ensuring relevant prioritisation and detail to allow effective investigation and resolution.
• Diagnose and prioritise incidents, investigating their causes and finding resolutions.
• Generate insights and an extensive knowledge base (Service Desk and Managed Services) of their software and hardware to provide this support and advice.
• Responsible for collaborating with the wider Managed Services operations, Consultants, and R&D team, to ensure there is a holistic understanding on the state of the Servian Environment.
• Responsible for capturing, triaging, resolving, assigning and escalating incoming ICS support requests to the appropriate resolver groups as they are received.
• Stakeholder Management

Servian Managed ServicesThe Managed Services practice is fundamentally transforming itself and therefore the way the wider Servian operates. As part of the practice you may be required to:
• Participate in discussions and working sessions related to the strategic direction of the Service Operations function.
• Identify, develop and establish appropriate processes, standards and process material for new functions.
• Liaise with other parts of Servian to support coherent processes and ways of working.
• Participate as a subject matter expert in development / improvement work that relates to Managed Services.
• Take proactive ownership of work areas to ensure the stability of the Service Desk, and its continuous service delivery.

Knowledge and Skills you will bring in:

• Customer service skills and experience.
• Knowledge of Service Desk toolset ServiceNow & Confluence
• Knowledge and understanding of iOS, Windows 10 OS.
• Knowledge of GSuite Administration.
• Knowledge of and experience with Microsoft Active Directory.
• End User and Access Management Systems, and principles, to maintain ISO Compliance requirements.
• Understanding of Cloud provisioned SaaS models.
• LAN/WAN understanding.
• Understand desktop & cloud infrastructure system requirements.
• Analytical / problem-solving ability.
• Problem assessment and diagnosis.
• Excellent written & oral communication.

Your experience :

• 2+ years' in a IT Service Desk (Support) environment preferred.
• Google Suite (GSuite Administration) & ServiceNow ITSM support experience within busy environments would be ideal, and preferred- Microsoft Active Directory, Confluence, Public Cloud fundamentals.
• Formal qualification associated with ICT or demonstrated experience.
• ITIL v3 Foundations.