IT Queue Management Officer

Job No: GEMINI121080
Location: Gold Coast

Company Overview

The AMA/Gemini Group is Australia's largest network of accident repair facilities, which currently comprises of over 100 outlets and over 2,000 employees across Australia and New Zealand, and has further plans to continue to grow both domestically and internationally.

The Group's success is a result of our commitment of providing our clients and work providers with quality and cost-effective repairs, as well as exceptional customer service. Our people is what makes this possible and are therefore our focus.

The AMA/Gemini Group have been built on the foundations of families, enabling our people to continue to enjoy the family feel work environment and a sense of belonging, whilst having the opportunity to pursue a career and make a difference.

 

The Role

Gemini Accident Repair Centres have an exciting opportunity for a full-time Service Desk Officer. This newly created position will join our team at our Support Centre based in Bundall where you are truly recognised for your efforts and achievements.

As this is an internal customer focused role, outstanding customer service skills are essential, with the ability to communicate with staff at all levels of the company. The key responsibilities for this role are:

  • Manages the functionality and efficiency of a group of computers running on one or more operating systems
  • Maintains the integrity and security of servers and systems
  • Sets up administrator and service accounts
  • Maintains system documentation
  • Provides advice and training to end-users
  • Documents Knowledge Base Articles for end users handles day-to-day operations in the FreshService ticketing system, by triaging, issuing and resolving tickets
  • Analytics, MS Office products and other mission essential programs
  • Interacts with customers in support of the overall technician’s quality of work, during the troubleshooting process and confirmed the customer’s level of satisfaction
  • Interacts with users, to support software and hardware transitions, including software/hardware installs and hardware/software troubleshooting
  • Works with the Change Manager to ensure 100% compliance
  • Provides quality-related training
  • Diagnose and rectify desktop issues prior to assignment to desktop administrators and executes functional escalations to appropriate resources
  • Supports maintenance and change requests for all "user facing" devices and systems
  • Assists in the development of procedures and documentation for managing, deploying and implementing multiple baseline hardware and consumable assets
  • Engages with Gemini IT Support Staff and other service lanes, for remediating work issues and flow

Qualifications:

  • Bachelor’s Degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience
  • 2-5 years of directly related experience in systems administration and analysis
  • FreshService Ticketing Software experience will be an advantage
  • Attention to detail, strong organizational skills
  • Strong writing skills and time management skills (document creation and note taking)
  • Ability to work within on a team for projects and/or tasks
  • Multi-mission environment experience
  • Experience with Microsoft Office Suite (Excel, Word, PowerPoint)
  • Ability to troubleshoot and document various problems
  • Excellent customer service skills
  • Basic knowledge or understanding of software package like LabTech and SCCM) desired
  • Good understanding of the ITIL framework.
  • Basic knowledge or understanding of Thin Client operating systems and virtual hosted desktop OS (Windows 7, Win XPe, Windows Embedded 2009) desired
  • Basic knowledge or understanding of client operating systems (XP, Windows 7 and Windows 10) desired

What We Offer

A long term career, within a supportive organisation focusing on a positive culture and company values.

 

Privacy Notice

By applying for this job you consent to the collection, use and disclosure of your personal information as summarised below. For full details please refer to our privacy policy at www.geminiarc.com.au

Gemini Accident Repair Centres Pty Ltd (ABN 25 124 094 739)

Contact: Privacy Office Tel: 07 5656 8000, Email: privacy@geminiarc.com.au

Collection of your personal information - We collect personal information about you so that we can administer our dealings with you, including for the purposes set out below.

Disclosure of your personal information - We may disclose your personal information to third parties, such as our related companies, IT providers who run our IT services, payment processors who process payments, marketing providers who provide marketing and public relations services, competition organisers, social media marketers and other organisations. We may send your personal information offshore to our affiliated companies in New Zealand and the United Kingdom.

Our Privacy Policy - Our Privacy Policy sets out our approach to the management of personal and sensitive information. Subject to the Privacy Act 1998 (Cth), you can have access to and seek correction of your personal and sensitive information. Our Privacy Policy contains information about how you can do this. Our Privacy Policy also contains information about how you can make a complaint about a breach of privacy.

Marketing - It is unlikely that we will use your personal information for marketing purposes however we may use your personal information to let you know about products and services that we think may be of interest to you, via direct marketing through electronic and other means. However, you may opt out of receiving marketing information at any time by using the contact details provided above. For more information, see our Privacy Policy.

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