Description
Primary Purpose:
The Service Desk provides call and fault handling triage activities for airways and business systems.
The primary purpose of the Service Desk Operator is to provide:
- Continuous monitoring of assets;
- A central contact/coordination point between TOC Director/NOC/ATC/ARFF/External Organisations and maintenance staff;
- Initial triage and first point diagnosis for faults.
The work undertaken contributes to ensuring the operational safety and integrity of systems. The safety of the air traffic system is the most important consideration when carrying out any duties associated with this position.
Principal Responsibilities
- Technically competent monitoring of systems and initial triage and first point diagnosis of faults
- Timely and accurate data entry into the maintenance management systems
- Works plan activation for operational systems
- Conduct and communication that contributes to a high standard of customer service
- Service delivery that promotes the safety of the air traffic control system
Position in Context
- The position reports to the Service Desk Manager
- The position has no direct reports
- Shift work as member of a shift team may be required
Qualifications (Essential and Desirable)
Desirable
- Diploma of Technology in one or more of the following:
- radio engineering;
- communications engineering;
- electrical engineering;
- electronic engineering;
- computer science;
- information technology; or
- qualifications equivalent to the above.
Knowledge & Experience
- A demonstrated commitment to customer service and support and a strong service delivery ethic
- Well developed verbal and written communication skills, and the ability to manage important business relationships
- The ability to stay focussed and work effectively in high pressure situations
- The ability to understand issues that may have a high corporate impact and require escalation to management
- An analytical approach to tasks and good problem solving skills
- A demonstrated ability to interpret data and work with limited technical guidance on moderately complex tasks
- A high level of computer literacy skills and experience with management information systems
- A knowledge and commitment to the principles and practices of Equity and Diversity, the OH&S (CE) Act and its Regulations, and a demonstrated willingness and ability to implement these in the workplace.
Interested? Please call Esther Hiltebrand quoting job #19995 for a confidential discussion or click the 'Apply' button below for immediate consideration.