Service Desk Technician

This position is responsible for handling calls, emails and monitoring alerts to ensure on-going, continual, excellent customer service whilst resolving incidents or dispatching engineers to fix issues in Europe, North America and Asia Pacific. The role involves working as part of a 24-hour support team, providing first-level support, administering the Service Desk system, and ensuring timely resolution of incidents within SLAs.

Must Have

• Work as part of a 24-hour support team covering a 24X7X365 rotating shift pattern.
• Provide first level support by handling incoming telephone calls and emails with a high degree of customer satisfaction.
• Monitor and respond to monitoring alerts globally in a timely manner using Cubic’s ticketing system.
• Administer the Service Desk system, ensuring all incidents are entered and maintained.
• Follow up on outstanding incidents within the SLA’s as required.
• Work diligently towards achieving KPIs/SLAs as part of a multi skilled team.
• Escalate to management in situations of significance or those that are not resolved in a timely manner.
• Comply with Cubic’s values and adherence to all company policy and procedures.

Job Summary:

This position is responsible for handling calls, emails and monitoring alerts to ensure on-going, continual, excellent customer service whilst resolving incidents or dispatching engineers to fix issues in Europe, North America and Asia Pacific.

Essential Job Duties and Responsibilities:

• Work as part of a 24-hour support team covering a 24X7X365 rotating shift pattern.
• Provide first level support by handling incoming telephone calls and emails with a high degree of customer satisfaction.
• Monitor and respond to monitoring alerts globally in a timely manner using Cubic’s ticketing system.
• Administer the Service Desk system, ensuring all incidents are entered, and maintain the information to ensure its timeliness, accuracy, relevancy, escalation and status
• Follow up on outstanding incidents within the SLA’s as required
• Work diligently towards achieving KPIs/SLAs as part of a multi skilled team.
• Attend training sessions as and when scheduled.
• Organize communications and conference calls in the event of major incidents.
• Escalate to management in situations of significance or those that are not resolved in a timely manner
• Actively contribute to your own development as part of a structured career development program.
• Comply with Cubic’s values and adherence to all company policy and procedures. In particular comply with the code of conduct, quality, security and occupational health, safety and environmental policies and procedures.
• In addition to the duties and responsibilities listed, the job holder is required to perform other duties assigned by their manager from time-to-time, as may be reasonably required of them.

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements may change over time and according to business need.