Operator - Service Desk

• Deliver first line support within designated geographic zones
• Provide high-quality, technical support to Orica’s end users and ensure the effective and timely resolution of customer support needs
• Register customer queries and deliver effective and timely resolution of service requests/incidents
• Perform customer support activities as directed by the Lead – IT Service Desk
• Proactive maintenance of outstanding calls for all queues
• Handle ad-hoc requests for service status or one-time information retrieval
• Administer service reporting tools, assemble and produce service reports, and manage service reporting distribution lists
• Identify and record major incidents / problems for escalation to the Lead – IT Service Desk
• Maintain accurate and complete records of resolution activities for future traceability and analysis
• Apply consistent customer and service support standards and processes as outlined in the service desk procedures, and in adherence to Service Level Agreements (SLAs)
• Follow procedures and policies to ensure that high quality service is delivered to customers
• Review output data from Lead – IT Service Desk to track progress against service desk procedures and SLAs
• Demonstrate a high level of customer focus with due care and attention to customer priority issues and appropriate levels of customer communications
• Contribute to the development and updates to the knowledge base to ensure accuracy and currency of information (knowledge articles)
• Collaborate effectively to ensure team goals are achieved