Job Description

About the job Service Desk monitoring - EUC

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Roles and Responsibility Service Desk :

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- Monitoring Team Member. Take calls from the business users, log tickets, action the tickets to close or triage the ticket to relevant support team.
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- Process email support requests from client users, log tickets and action resolve the ticket or triage the ticket to relevant support team.
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- Escalate to relevant team as outlined in the SOP for priority tickets including P1 and P2 tickets.
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- Send communication to business users as required.
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- Work closely with track leads and delivery manager to ensure all assigned tickets are addressed and processed as per agreed SLA.
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- Support, mentor and manage the team to deliver key KPI including first call resolution target as agreed in the agreements.
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- 24x7 monitoring of all alerts from the servers and devices hosted in the Data Centre. Validating the alerts, discard false alerts and assign valid alerts to respective technology support track.
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- Follow up with the relevant technology track team and ensure open items are closed on time.
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- Raise incident tickets in the ticketing tool based on alerts, threshold breach and other communication from relevant team members.
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- Make calls to relevant technical team if the tickets are not acknowledged and actioned within the agreed SLA period and escalate to relevant authority if no action is taken by the relevant team.
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- Raise service requests in the ticketing tool as may be requested by relevant team member.
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- Assist in preparation of Daily, Weekly and Monthly reports.
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- Prepare outstanding Incident and Service Request reports for daily call.
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- Initiate the bridge call if any P1 or P2 issues.
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Experience and Qualifications

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- 3 to 5 years of experience in Service desk/Network monitoring (NOC) centre.
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- ITIL V3 foundation certification / Knowledge.
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- Positive communication voice and writing skills in English.
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- Outstanding communication/presentation/voice/writing in English.
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- Diploma or Graduate in IT discipline.
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📌 Service Desk monitoring - EUC (New South Wales)
🏢 Pyramid Global Technologies
📍 New South Wales