Service Desk Associate - Mulgrave, Australia - Tech Mahindra

Tech Mahindra
Tech Mahindra
Verified Company
Mulgrave, Australia

1 week ago

Olivia Brown

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Olivia Brown

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Description

Answer incoming first level calls to the IT Service Desk Phone system and ensure a ticket is logged within service now.


  • Ensure all calls are answered with in agreed SLA's, contain quality information, and are assigned to the right assignment/platform group for action.
  • Where possible Resolve Calls at first point of call using the knowledge base, own knowledge, or with assistance from another team member.
  • Start escalation process and Incident management for P1 & P2 Incidentsverbally hand over to the Service Delivery team and page out initial SMS.
  • Provide excellent customer service and communication in a friendly efficient manner.
  • Review tickets logged via the service portal, and review aged tickets within our assignment group for adherence to SLA's.
  • Create and maintain knowledge base articles that assist with the efficient processing and troubleshooting.
  • Assist with projects and uplift initiatives started by the service management team to enable better ways of working

Job Types:
Full-time, Fixed term

Contract length: 6 months


Schedule:

  • 8 hour shift

Experience:


  • ServiceNow: 1 year (required)

Work Authorisation:

  • Australia (required)
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