Leading Technology Giant is hiring for Service Desk agent! Long term role based in Charlestown! APPLY NOW!

Job Details:

The successful candidate will be responsible for handling Level 1 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.

This position will be part of a 24x7 operating Service Desk. The successful candidate will work a 12 hour rotating shift roster and backfill other staff when necessary.

Duties Include:

• First point of contact for phone calls and emails from customer and collect the relevant information to prioritise and categorise interactions.
• Enter incident details and progress of incident resolution into the Incident tracking system.
• Perform diagnostics on IT infrastructure including Routers, Switches, Firewalls, 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.
• 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
• 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, 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.

Resident Requirements

Preferable Australian citizen and living in Australia for last five years to apply NV1 government security clearance.

If interested APPLY NOW!

Aishwariya Aramakrishnan
Recruitment Specialist
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ManpowerGroup is committed to being a Diversity Confident Recruiter and encourages applications from people from a diverse range of backgrounds, including people with a disability. Please indicate your preferred method of communication in your resume and please let us know if you require any reasonable adjustments should you be contacted for an interview.

Aboriginal and Torres Strait Islander people are encouraged to apply.

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