Job Description

About your opportunity…

We are looking for a passionate Service Desk Technician to join our Enterprise Technology Services (ETS) division, which services the entire organisation globally. 
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.

The main aim of the Service Desk Technician is to be the technical face and voice of ETS to a diverse customer base. In this role you will have a broad understanding of Flight Centre’s full Technology offering, as well as having the specific understanding of Hardware and PC Support and the Standard Operating Environment (SOE).    

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
Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
Basic desktop repair when needed (if you are unfamiliar with this, you will be taught how)
Use remote tools and diagnostic utilities to aid in troubleshooting
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

 
Who you are…

A minimum of 2-year experience in an onsite or desktop support role or similar preferred
A 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 issue
 
Desirable attributes…
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

 
What’s in it for you…
Generous remuneration structure & Employee Share Scheme
Travel & Accommodation discounts, in-house financial & health services
Ongoing training & professional development
Flexible working environment, with WFH options available
Brightness Of Future: Employees have the right to see a clear pathway to achieving career ambitions, and promotion and transfers from within are our preference.
Global career opportunities in a network of brands and businesses
Proud Corporate Social Responsibility platform through the Flight Centre Foundation, Responsible Travel Charter, and Brighter Futures programs
 
Who we are…
At Flight Centre, our vision is to open up the world for those who want to see. 
We DREAM BIG through collaboration and innovation and are supported to make incredible ideas a reality. We deliver quality, innovative digital solutions to delight our customers and achieve our strategic priorities.
We work autonomously and collaboratively online or in the office to achieve our team goals.
Irreverence. Ownership. Egalitarianism.