Service Desk Controller - Murarrie, Australia - Cubic Corporation

Cubic Corporation

Verified Company

Murarrie, Australia

2 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Business Unit:
Cubic Transportation Systems

Company Details:

The Service Desk Controller promotes customer satisfaction by managing the relationship and giving timely updates with relation to existing reported issues.

Job Details:

Provide an excellent level of customer service to callers, by providing them with appropriate support response and friendly communication
Monitor the smart card network for security alarms, faults, system issues and other maintenance requirements
Log all incidents and requests in ServiceNow and assign to the appropriate area
Dispatch field technicians to respond to requests within agreed SLAs
Review and adjust scheduling as new requests are received to ensure SLAs are maintained, and monitor progress of requests
Escalate high priority issues to the Team Leader and/or those that will not be not resolved in a timely manner
Liaise with internal and external stakeholders and follow up to ensure issues have been resolved
Work closely with the field team to ensure efficient coordination and dispatch of field services personnel
Maintain Cubic service records for fault management, preventative maintenance and reporting purposes
Participate in disaster recovery/business continuity planning and testing
Carry out ad hoc requests from internal/external stakeholders
Assist with documentation of internal procedures to assist in day to day operations
Assist with internal and external training
Exchange and share knowledge across all products
Report all WHSE incidents, potential hazards, near misses and accidents

Worker Type:
Employee