Job Description:
We harness technology to create better lives in a global leader of innovative business solutions.
About the role:
* Townsville Location
* AGSVA Baseline or ability to obtain (Citizens only)
Key Responsibilities and Accountabilities:
* Address, resolve incidents and SRs within agreed SLA, and follow breach reporting process for any failed SLAs.
* Relocate, deploy and decommission assets while maintaining data integrity in CMDB.
* Maintain customers' physical infrastructure including desktop equipment, peripherals, telephony, print devices, audio/visual conferencing equipment.
* Manage customer expectations by keeping them updated as their case progresses, notifying of any delays.
* All customer interactions and activities are logged and maintained in correct ITSM tool. Escalate operational issues promptly.
* Accurately record and submit Timesheets and project efforts on time as per company requirements.
* Complete all required training on time.
* Adhere to WHS practices, instructions and policy as set out by Customer and self.
* Perform other work as assigned by TL or management.
Proactive Role Functions: Adherence to WHS policy and process, raising concerns and working with TL to have incidents logged as per policy.
* Create and maintain accurate knowledge and technical documentation to ensure information is up-to-date, including Troubleshooting guides, Operational procedures.
* Identify SIP opportunities including technical solutions, gaps in knowledge, documentation, and automation that deliver efficiency or cost savings internally and externally.
* Provide Training on customer EUS devices to Service Desk staff and Customer End Users to improve productivity and customer service.
* Contribute to operational action items, and continual service improvement plans when requested assist with project activities (internally or externally). When requested assist with Root Cause remediation efforts.
* Embody a positive attitude to your work.