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Customer Support Operator

Job Title: Customer Support Operator
Contract Type: Contract
Location: Adelaide, South Australia
Industry:
Salary: super
Reference: 174449_1498464201
Contact Name: Katrina Vartzokas
Contact Email: katrina.vartzokas@peoplebank.com.au
Job Published: June 26, 2017 18:03

Job Description

  • Initial 6-12 month contract
  • Adelaide CBD location
  • NOC environment - great team environment

Peoplebank are currently recruiting for a Customer Support Operator to join a leader within the managed services and telecommunications industry. This is an excellent opportunity to join our clients team on an initial 6 month contract.

As a Customer Support Operator working within the Network Operations Centre (NOC) you will support key accounts providing first line technical and non-technical support.

Driving and managing the Incident Life Cycle you will escalate where required, whilst also clearly articulating the identified incident using ITSM systems and application.

As a key member of the NOC team you will develop strong relationships with both internal teams and externally with customers. A focus and commitment to providing high levels of customer service will be imperative to the success of this role.

Knowledge/Skills Required:

  • Identifies, diagnoses, and resolves level one issues for users while utilising all the available ITSM applications.
  • Responsible for user support (telephone, email, and fax) and excellent customer service by providing tier 1 technical and non technical support.
  • Escalating any customer incidents that cannot be resolved.
  • Liaising with all relevant teams to resolve any identified issue.
  • Assist the team during major incidents.
  • Identify, manage and mitigate risks to successfully maintain a highly accurate Asset Management Database.
  • Excellent call quality with good verbal communication and listening skills.
  • Ensuring all given tasks are performed based one ITIL process & procedures.
  • Responsible for updating and maintaining data integrity of various database systems used within the NOCC.

Highly desirable (not essential):

  • Experience within a project environment
  • Experience working within Public Safety, Telecommunications or IT
  • Previous NOC or Network environment experience
  • IP network troubleshooting knowledge and experience
  • Experience with BMC Remedy or HP OpenView

This is an excellent opportunity to join a highly collaborative and motivated team of IT professionals. Essential will be your proactive approach, your ability to prioritise in a high pressure environment, whilst still focusing on providing high levels of customer service.

As part of this role a Police Clearance will be required. You will work 8 hour shifts between the hours of 7am-7pm. Some weekend and out of hours work will also be required on occassion. Shift penalties will also apply.

If you're passionate about working with a leading organisation and this sounds like the opportunity you have been seeking, please forward your resume or alternatively for a confidential conversation contact Katrina (08) 8112 7400.