This is a full time, entry level position as a member of our Service Desk team. You will oversee operations of the DyFlex Service Desk which provides a single point of contact for the provision of advice, guidance and rapid restoration of normal services to DyFlex customers.
You will work across a number of industries using the latest SAP technologies giving you career growth opportunity to become a consultant in the future.
You will need boundless energy, a naturally confident and creative mind, good initiative and have an inquisitive nature. You should also want to thrive in a agile environment that will recognise and support your professional development.
Your duties will include:
Communicate courteously and effectively with non-IT and IT specialists alike to ensure customer and service level standards are met successfully.
Establish good rapport and build relationships with all DyFlex customers.
Receive, log and escalate incidents and requests as a first point of contact for all DyFlex customers and maintain the life cycle to ensure service level standards are met successfully.
Efficiently record all customer interactions into the Service Desk IT service management tool to ensure an auditable and reportable history.
Ensure that ITIL principles are used in the provision of service tickets.
Diagnose incidents and service requests, referring to team members where necessary to efficiently and effectively resolve issues.
Ensure that customer expectations are being met and provide a level of service to meet or exceed customer service standards.
Provide feedback on customer satisfaction.
Complete time sheets, leave forms and expenses, as required.
Attend regular team meetings to allow effective planning and communication.
To Be Considered you must have:
Tertiary qualifications or equivalent in a related field and ideally some experience in an IT environment, particularly in Service Desk support operations.
Foundation Information Technology Infrastructure Library (ITIL) IT Service Management Essentials certification or attainment of certification in three months, is essential.
Experience or exposure to SAP would be an advantage.
Ability to work flexible hours to meet the requirements of this position
Demonstrated ability to work well in a team, set priorities and effective time management
Excellent written and verbal communication skills.