Service Desk Agent

Location Charlestown
Discipline IT Executives
Job reference 175230
Salary Plus Super

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 practice
  • Demonstrate 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 environment
  • Undertake 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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State: QLD, licensee/s Manpower Services (Australia) Pty Ltd, LHL-02026-D5L4Q. State: QLD, licensee/s Greythorn Pty Ltd, LHL-02014-Y5F6D. State: SA, licensee/s Manpower Services (Australia) Pty Ltd, LHS 288856