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 from Veolia’s end-user community. You will manage incidents and requests for service presented to the Veolia IT Service Desk from start to finish.
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, aiming for “first call resolution” where possible
* Provide high-quality customer service via calls and emails (Service Desk operates from 6am to 7pm, Monday to Friday, with scheduled shifts)
* Restore normal service to the business swiftly; escalate incidents as necessary with thorough research and documentation
* Hardware provisioning
* Identify and report recurrent user inquiries to Help Desk Manager
* Provide rostered after-hours support
* Escalate calls appropriately, ensuring complete and accurate information is recorded in the Service Desk system
* Inform users about service desk operations and support facilities
* Promote the service desk and encourage user feedback
What you'll need to be successful
* Customer support focus with a sense of call ownership
* Experience with support call logging
* Strong service orientation and ability to explain technical solutions clearly to users
* Experience supporting users at remote and diverse locations
* Tertiary IT qualifications (desirable)
* Experience supporting SAP (desirable)
* Experience with ServiceNow (desirable)
A Veolia Career
Veolia values employee health and wellbeing. Our employees are entitled to:
* An employee share plan with opportunities to purchase discounted Veolia shares
* Employee Assistance Program (EAP) through Assure covering mental health, nutrition, financial, legal, coaching, and career transition support
* Bupa health insurance discounts
* Access to corporate discounts, Fitness Passport, and volunteering opportunities with Veolia’s partner organizations
Veolia is committed to diversity, equality, and inclusion, providing a respectful and fair working environment. We encourage veterans, Aboriginal and Torres Strait Islander peoples, and individuals from diverse backgrounds to apply.
Our environmental solutions help preserve natural resources and create a sustainable future. Join us to build your career and contribute to a better planet.
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