JELD-WEN, founded in 1960, is one of the world's largest door and window manufacturers, with more than 20,000 employees operating in 24 countries globally. Within the Australasia region, JELD-WEN has over 70+ facilities and employs over 4,000 staff. JELD-WEN is the name behind iconic Australian brands - Stegbar, Regency, Corinthian, Aneeta, Trend, A&L; and Breezway.
The Role
Reporting to the IT Service Desk Manager we're after someone with exceptional customer service skills, very organised, excellent problem-solving and interpersonal skills as well as a team player.
This role will provide first contact support of incoming issues & requests to the service desk via telephone, face to face support & web portal to ensure courteous, timely, and effective resolution of end-user issues.
Key Responsibilities
Strategically plan, and organise tickets through the ITSM System (ServiceNow)
Prioritize/categorise incidents and service requests according to the process (ITIL)
Manage critical incidents as an incident manager
Alert leadership to emerging trends in incidents
Manage communication and outages to the business when required.
Produce and maintain daily & weekly & create trend reports
Establish strong rapport with customers, suppliers and managers
Seen as a critical contributor to the success of the Service Desk team
Work collectively with the service team to strategically plan and organise tickets & scheduling for the Service Technicians.
About You
Previous experience working in a fast-paced helpdesk/Desktop support role
Demonstrated skillset in Level 1 Support
MS Office 365, networks and systems administration exposure
ITIL Certification or relevant experience is advantageous
Ability to work effectively independently as well as part of a team
Experience in customer service in either a face to face or call centre environment
Excellent written and verbal communication and solid troubleshooting skills
Organised and works well under pressure
What's On Offer
Fabulous team environment
A competitive remuneration package
Generous discounts on our extensive range of JELD-WEN products
On-site parking
Your Next Steps
Agencies will only be engaged if required. Please do not contact us or send applicants to us unless requested by the Talent Acquisition Team.
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