**The Opportunity**:
We have multiple opportunities available for Service Desk Analysts to join our experienced team based in Cambridge 7170 on a 6 month fixed term basis. The successful applicants will provide effective first level support for all IT incidents and requests or service from Veolia's end user community. You will deliver end-to-end management of incidents and requests for service presented to the Veolia IT Service Desk.
**What's on offer**:
- Opportunity for career development and progression within a global organisation- A safety-focused and inclusive working environment- Excellent training and development opportunities
**What you'll be responsible for**:
- Accurately process all incidents and requests in ServiceNow with a view to providing "first call resolution" where possible.-
- Focus on restoring normal service to the business in mínimal time and where escalation is necessary, the incident is fully researched, documented and correctly assigned.- Hardware provisioning- Identify and advise Help Desk Manager of recurrent user inquiries.- Provide rostered after hours support- Escalate calls and ensure appropriate information is captured and recorded in the Service Desk system.- Advise users about service desk operational and support facilities and processes.- Promote the service desk and encourage user feedback
**What you'll need to be successful**:
- Demonstrated customer support focus with an attitude of call ownership- Demonstrated experience with support call logging- Strong service orientation in order to understand technical problems and clearly articulate solutions to users- Experience supporting users at remote and diverse locations- Tertiary IT related qualifications (desirable)- Experience in providing support for SAP (desirable)- Experience with ServiceNow (desirable)
**A Veolia Career**:
- Veolia anz values employees and their health and wellbeing. All of our employees are entitled to:
Employee share plan where employees have the opportunity to purchase discounted Veolia shares- Employee Assistance Program (EAP) through Assure which covers mental health, nutrition, financial, legal, coaching and career transition support- Bupa health insurance discount- You will also have access to corporate discounts, Fitness Passport, as well as eligibility to volunteer at one of Veolia's partnered volunteer organisations
- At Veolia we value diversity, equality and inclusion, we are committed to providing working environments where everyone is included and treated fairly and with respect._
- Veterans_**_ _**_are encouraged to visit our Veterans at Veolia webpage to discover what we can offer._
- We encourage people of Aboriginal and Torres Strait Islander descent and people from diverse backgrounds to apply._
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