Service Desk Officer

Job Description

Help Desk & IT Support (Information & Communication Technology) Full-time Salary: $50,000 - $60,000 per year based on experience Position: Service Desk Officer at Flowbird Australia Pty Ltd Who are Flowbird? We are Flowbird, an international company with over 40 years of experience delivering solutions for public transport, mobile payments, on-street parking, off-street parking, and electric vehicle charging across the world. Our worldwide statistics are impressive; we have solutions in over 4000 towns and cities in over 80 countries, 1500 employees, 600k connected devices deployed, processing over 400m banking transactions of $5b a year, and generating $550m in annual revenue. In Perth, Flowbird’s local hardware and software engineers support the current public transport solution. Our solution is undergoing a major multi-phase upgrade project, and we need a Service Desk Officer to join our team to help deliver and maintain this solution. What does a Service Desk Officer do? The Service Desk Officer will be the first point of contact for our customers. They monitor the first line queue for new incidents, handle phone calls, and liaise between internal and external clients. They ensure incidents are escalated or resolved, building strong relationships with customers. This position suits a candidate with strong customer service skills from call centre, workforce management, hospitality, and some IT knowledge. What are the Shift patterns? Full-time staff will work on a 7-day roster, with shifts between 7 and 12 hours, up to 37.5 hours per week. The roster will require some weekend work. What will you be working with? Microsoft Office (Word, Excel) Windows Operating Systems (Enterprise, Server) Google Workspace (Gmail, Docs, Sheets, Slides, Forms) Networks and Databases Work autonomously and manage your own time effectively Follow written and verbal work instructions and procedures Good knowledge of the Perth Metro area Must be able to pass a Police Check Clearance. Who will you be working with? You will be part of a diverse and friendly team of colleagues across the country and the world: Flowbird Perth, focusing on supporting our existing solution and preparing for major project activities Flowbird Sydney, a small team supporting all of our APAC projects Flowbird UK, a large team across various departments APAC customers, including local state government transport authorities and public transport operators Suppliers and service contractors supporting our deliveries Why should you apply for this job at Flowbird? There are plenty of great reasons to apply for this role at Flowbird, including: This role is significant in delivering a major public transportation project benefiting Perth and regional Western Australia You will be an integral part of a growing team as our business expands in Perth Employee benefits to be discussed during your interview Does this sound like you? If you think you’re right for this role, we look forward to hearing from you! How do your skills match this job? Your application will include the following questions: Which of the following statements best describes your right to work in Australia? Which issue and bug tracking software do you have experience with? How many years' experience do you have as a Service Desk Officer? Do you have customer service experience? Do you have a current Police Check (National Police Certificate) for employment? Have you worked in a call centre before? What's your expected annual base salary? Are you willing to undergo a pre-employment medical check? #J-18808-Ljbffr