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An exciting opportunity exists within CSA’s 24 X 7 Service Desk Team for a Service Desk Coordinator who works as part of
the team to provide “First Point of Contact” for our clients and whose primary objective is to ensure client experiences are
exceptional and that clients are delighted with the service CSA provides.
As a member of the Service Desk Team your responsibilities will include:
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Owning and managing all calls from inception to closure and coordinate engineering efforts throughout the call’s
lifecycle.
Be the First Point of Contact for all client communications and own the customer experience by providing exceptional
customer service.
Triage all Events, Incidents, Problems, Service Requests and Change Requests so that they are correctly prioritised. Fix
at First Contact wherever possible or allocate to the correct Resolver Group or Engineer first time.
Be available and participate in the Service Desk’s 24 x 7 operations including active participation in weekend, evening
and overnight shift work.
Perform equipment builds as per build instructions and in line with delivery deadlines.
Provide On Site support and participate in patching, audits and other systems administration and maintenance
activities
The ideal candidate will possess / demonstrate the following skills:
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Motivated to make a difference and work in an environment where respect and integrity are part of the culture.
A personable manner with colleagues and clients and displays a co-operative nature.
Undertaking or completed an Information Technology related tertiary qualification
Excellent written and oral communication skills including the ability to communicate meaningfully with non-technical
customers
A commitment to excellence in customer service
An ability to step back from an issue and reassess the approach with sound thinking and commercial understanding.
Sound problem solving skills with excellent attention to detail & time management capabilities
The ability to work well in a team environment
Knowledge of ITIL
Previous experience in a Service Desk environment would be highly regarded but is not essential.
Commitment to the principles and practices of Equal Employment Opportunity and Work Health & Safety
If this sounds like your ideal opening, please send a cover letter, resume and your academic transcript to
employment@csa.com.au