Job Overview
The role of a Service Desk Agent involves working within a 24x7 operating service desk environment, providing out-tasking services to customers across Australia on multiple technology platforms. The successful candidate will have broad multi-technology skills and knowledge of networks (routing, switches, TCP/IP, network layers 1 to 7) along with level 1 skills in a server operating system.
A key aspect of this position is effective communication skills, including verbal, written, and presentation abilities, as well as a structured approach to troubleshooting and the capacity to work independently with minimal supervision.
Duties and Responsibilities
* Monitoring and Incident Response: Responding to automated detected events from monitoring systems, validating incidents, collecting relevant information, and prioritizing and categorizing issues.
* Infrastructure Diagnostics and Troubleshooting: Performing diagnostics on IT infrastructure, including routers, switches, firewalls, HP-UX, SUSE Linux, VMware, MS Windows Servers, and storage.
* Issue Escalation and Resolution: Undertaking troubleshooting activities to resolve incidents or escalate technical issues to management when necessary.
* Record Keeping and Communication: Maintaining accurate records of incident details and resolution in ServiceNow and ensuring high levels of customer satisfaction by owning issues, managing communication, and leveraging client resources to assist.
* Adaptability and Teamwork: Working effectively with minimal supervision and adapting to fast-paced environments.
Key Qualifications
* Broad multi-technology skills with knowledge of networks (routing, switches, TCP/IP, network layers 1 to 7)
* Level 1 skills in a server operating system
* Excellent communication skills (verbal, written, and presentation)
* Structured approach to troubleshooting
* Ability to work independently with minimal supervision