The Service Operations Technician is a foundational role within the IT environment of our organization. The main aim of the Service Operations Technician is to be the technical face and voice of Enterprise Technology Services to a diverse customer base reaching from executives through to front-end staff.
The Service Operations Technician will have a broad understanding of Flight Centres full Technology offering, as well as having the specific understanding of Hardware and PC Support and the Standard Operating Environment (SOE).
The role sits within the newly formed Enterprise Technology Services (ETS) division which services the entire organisation globally, an evolution from our historic geographically federated technology business. 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.
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, when required. Act as an escalation point for advanced or difficult help requests.
Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
Use remote tools and diagnostic utilities to aid in troubleshooting.
Research solutions through internal and external knowledgebase as needed.
Identify and learn appropriate software and hardware used and supported by the organization.
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.
Provide suggestions for continual improvement.
Who you are
A minimum of 2-year experience in an onsite or desktop support role or similar preferred.
An 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 issues.
Desirable attributes include: 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.
Who we are
Located conveniently in the heart of Southbank and the upcoming precinct for travel in Brisbane, Flight Centre Travel Group are fast growing market share and presence in a competitive world of travel. We focus on growing and transforming our business to meet changing customer needs and we’re driven by a culture that puts our customers and team first
As an inclusive, team-first company, our people are at the core of everything we do
We value flexibility, and encourage our team members to work in ways that meet their work/life commitments and support their wellbeing
About the benefits
Travel discounts, health and wellness discounts (My Benefits)
Leadership Programmes & further education
Giving Bank & Volunteer Leave
Employee share scheme
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