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Service Desk Technician - Level 2

  • Queensland, QLD, Australia
  • ETS
  • Full time

 

At Flight Centre Travel Group our purpose is to 'open up the world for those who want to see'. Every day, we give people all around the world the opportunity to experience something really amazing – travel! 

We are looking for an passionate Service Desk Technician to join our Enterprise Technology Services (ETS) division, which services the entire organisation globally. Products within ETS include digital workspace, hybrid cloud, networks, service operations, security and enterprise systems. ETS has been formed to enable a globally consistent service suite while delivering on our core objectives of improving our customer experience, reducing risk and optimising the cost of our delivery.

The main aim of the Service Desk Technician is to be the technical face and voice of ETS to a diverse customer base. In this role you will have a broad understanding of Flight Centre's full Technology offering, as well as having the specific understanding of Hardware and PC Support and the Standard Operating Environment (SOE).    

 

What You’ll Do...

 

  • Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues
  • Build rapport and elicit problem details from service desk customers 
  • Prioritize incidents and service requests according to defined processes to meet defined SLAs
  • Escalate incidents with accurate documentation to suitable technician
  • Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
  • Basic desktop repair when needed (if you are unfamiliar with this, you will be taught how)
  • Use remote tools and diagnostic utilities to aid in troubleshooting
  • Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
  • Develop help sheets and FAQ lists for end users
  • Contribute to technician knowledgebase as needed 
  • Reinforce SLAs to manage end-user expectations

 

Who you are...

 

  • A minimum of 2-year experience in an onsite or desktop support role or similar preferred
  • A Service Operations Technician is required to have an English business level of Communication skills, both written and oral
  • A broad understanding of Information Technology and how to apply technical troubleshooting methodologies to issue

 

Desirable attributes...

 

  • Base level IT Certification, ITIL certification or experience, Enterprise environment experience, Degree qualification in IT or similar
  • Role will require participation in a rotating on call roster

 

What’s in it for you...

 

  • Generous remuneration structure & Employee Share Scheme
  • Travel & Accommodation discounts, in-house financial & health services
  • Ongoing training & professional development
  • Flexible working environment, with WFH options available
  • Brightness Of Future: Employees have the right to see a clear pathway to achieving career ambitions, and promotion and transfers from within are our preference.
  • Global career opportunities in a network of brands and businesses
  • Proud Corporate Social Responsibility platform through the Flight Centre Foundation, Responsible Travel Charter, and Brighter Futures programs

 

Who we are...

At Flight Centre, our vision is to open up the world for those who want to see. 

We DREAM BIG through collaboration and innovation and are supported to make incredible ideas a reality. We deliver quality, innovative digital solutions to delight our customers and achieve our strategic priorities.

We work autonomously and collaboratively online or in the office to achieve our team goals.

Irreverence. Ownership. Egalitarianism. 

 

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