Role: Service Desk Agent Location: Charlestown, NSW Project Description:
Team based out of Newcastle, NSW provides out-tasking services to customers across Australia on a number of different technology platforms.
As a Service Desk Agent for the 24x7 Service Desk, the successful candidate will be responsible for handling Level 1/2 issues on Network, Windows Servers, Linux Unix Systems and virtualisation technologies such as hyper-v, VMware within an ITIL based management environment.
The Service Desk Agent will be supported by ITOC operations and engineering resources.
This is a role which requires broad, multi technology skills with a minimum working knowledge of networks (Routing, Switches, TCP/IP, Network Layers 1 to 7, troubleshooting) and level 1 skills in a Server Operating System.
Duties Include: First point of contact for phone calls and emails from customer and collect the relevant information to prioritise and categorise interactions.Respond to automated detected events from the monitoring systems, validate if the event represents an interesting event and collect relevant information to prioritise and categorise the incident.Enter incident details and progress of incident resolution into the Incident tracking system.Perform diagnostics on IT infrastructure including Routers, Switches, Firewalls, HP-UX, Suse Linux, VMware, MS Windows Servers and Storage.Undertake troubleshooting activities to either resolve the incident or identify the need for technical escalation.Identify customer sensitive situations and instigate management escalation.Ensure that the details of the incident and resolution are correctly recorded into Incident tracking system servicenow.Maintain a high level of customer satisfaction by owning issues, managing communication both within HP and with the customer, leveraging the wider resources to assist and following incidents through to resolution.Maintain a thorough understanding of ITIL best practiceDemonstrate ability to work effectively with minimum supervision and must have flexibility in accordance with the needs of the business.Ability to deal in a fast-pace and high pressured environmentUndertake other IT administration tasks such as data collection and report preparation. Work experience requirements: Customer service skills, Minimum five years' experience in similar role.
Demonstrated passion for technology and an ability to learn new technologies
Working knowledge of networks (Routing, Switches, TCP/IP, Network Layers 1 to 7, troubleshooting).
Level 1 skills in a Server Operating System (e.g. MS Windows Server or Linux or HP UX)
Excellent communication skills (verbal, written and presentation).
A structured approach to troubleshooting.
Education Requirements TAFE Diploma/IT degree/certification
Industry certifications highly regarded (Microsoft, Networking, CCNA, ITIL, HP-UX, Linux, etc.)
There is an expectation that CCNA and ITIL v3 Foundations Certificate will be achieved within the first 6 months of working in the role.
Lona Chatterjee
Operations Consultant
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