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.
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 Cubics 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 SLAs as required
• Work diligently towards achieving KPIs/SLAs as part of a multi skilled team.

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  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 Cubics 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.