Service Desk Analyst - Perm/Contract - Auckland
Service Desk Analyst - Perm/Contract - Auckland
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5years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Requirements
- Minimum 2 years experience working in an onsite or desktop support role or similar preferred
- Broad understanding of Flight Centre s full technology offering
- Specific understanding of Hardware and PC Support and the Standard Operating Environment (SOE)
- Highly effective skills in communication and customer service with the ability to network and maintain relationships with other support teams
- Ability to present ideas in business-friendly and user friendly language
- Provide second-level support of incoming incidents and requests via various channels to ensure courteous timely and effective resolution of issues for endusers.
- Adhere to the Standard Operating Procedures and best practices set within Service Operations and ETS.
- Provide in-person support in Head Office locations including assisting to facilitate hardware requests and ensuring procedures are executed to keep asset management tools up to date.
- Diagnose and troubleshoot hardware and software issues
- Assist with the maintenance and administration of IT systems.
- Use remote tools and diagnostic utilities to aid in troubleshooting
- Prioritize incidents and service requests according to defined criteria and follow processes to ensure customer needs are met
- Escalate incidents and requests to the next level of support with comprehensive work notes and troubleshooting steps performed
- Identify trends and contribute to finding solutions for problems or challenging issues.
- Receive and document knowledge/solutions from Level 3
- Author edit and review knowledge base articles following the KCS methodology for ETS team members and end users
- Promote knowledge sharing including training for Level 1 employees and cross training peers.
- Identify opportunities to automate processes or shift to the Level 1 team
- Very Good Communication Skills
Minimum 2 years experience working in an onsite or desktop support role or similar preferred Broad understanding of Flight Centre s full technology offering Specific understanding of Hardware and PC Support and the Standard Operand Environment (SOE) Highly effective skills in communication and customer service with the ability to network and maintain relationships with other support teams Ability to present ideas in business-friendly and user friendly language Provide second-level support of incoming incidents and requests via various channels to ensure courteous, timely, and effective resolution of issues for endusers. Adhere to the Standard Operating Procedures and best practices set within Service Operations and ETS. Provide in-person support in Head Office locations, including assisting to facilitate hardware requests and ensuring procedures are executed to keep asset management tools up to date. Diagnose and troubleshoot hardware and software issues Assist with the maintenance and administration of IT systems. Use remote tools and diagnostic utilities to aid in troubleshooting Prioritize incidents and service requests according to defined criteria and follow processes to ensure customer needs are met Escalate incidents and requests to the next level of support with comprehensive work notes and troubleshooting steps performed Identify trends and contribute to finding solutions for problems or challenging issues. Receive and document knowledge/solutions from Level 3 Author, edit and review knowledge base articles following the KCS methodology for ETS team members and end users Promote knowledge sharing, including training for Level 1 employees and cross training peers. Identify opportunities to automate processes or shift to the Level 1 team Very Good Communication Skills Duration: Permanent / 6 Months and possible extension Eligibility: Australian/NZ Citizens/PR Holders only Email:
Employment Type
Full Time
