Title:  Service Desk Analyst

The Opportunity

We have multiple opportunities available for Service Desk Analysts to join our experienced team based in Cambridge 7170 on a 6 month fixed term basis. The successful applicants will provide effective first level support for all IT incidents and requests or service from Veolia’s end user community. You will deliver end-to-end management of incidents and requests for service presented to the Veolia IT Service Desk.

What's on offer

• Opportunity for career development and progression within a global organisation

• A safety-focused and inclusive working environment

• Excellent training and development opportunities
  
  
  

What you'll be responsible for

• Accurately process all incidents and requests in ServiceNow with a view to providing “first call resolution” where possible.

• Provide a high level of customer service for incoming calls and emails (Service desk operates between 6am to 7pm, Monday to Friday with agreed shifts to cover the day).

• Focus on restoring normal service to the business in minimal time and where escalation is necessary, the incident is fully researched, documented and correctly assigned.

• Hardware provisioning

• Identify and advise Help Desk Manager of recurrent user inquiries.

• Provide rostered after hours support

• Escalate calls and ensure appropriate information is captured and recorded in the Service Desk system.

• Advise users about service desk operational and support facilities and processes.

• Promote the service desk and encourage user feedback
  
  
  

What you'll need to be successful

• Demonstrated customer support focus with an attitude of call ownership

• Demonstrated experience with support call logging

• Strong service orientation in order to understand technical problems and clearly articulate solutions to users

• Experience supporting users at remote and diverse locations

• Tertiary IT related qualifications (desirable)

• Experience in providing support for SAP (desirable)

• Experience with ServiceNow (desirable)
  
  
  

A Veolia Career

Veolia anz values employees and their health and wellbeing. All of our employees are entitled to:

• Employee share plan where employees have the opportunity to purchase discounted Veolia shares 

• Employee Assistance Program (EAP) through Assure which covers mental health, nutrition,  financial, legal, coaching and career transition support

• Bupa health insurance discount 

• You will also have access to corporate discounts, Fitness Passport, as well as eligibility to volunteer at one of Veolia's partnered volunteer organisations

At Veolia we value diversity, equality and inclusion, we are committed to providing working environments where everyone is included and treated fairly and with respect. 

Veterans are encouraged to visit our Veterans at Veolia webpage to discover what we can offer.

We encourage people of Aboriginal and Torres Strait Islander descent and people from diverse backgrounds to apply.

Our environmental solutions help customers preserve and renew our natural resources, creating a better future for our planet. Here, you’ll have the opportunity to build your career, and a more sustainable world.