Technology Service Desk Analyst

Fortescue is now consistently producing over 180 million tonnes of iron ore per year and has an exciting future ahead, establishing itself for future growth in a global market through innovation, product diversification and asset development.

Technology Service Desk Analyst

Work Location: Perth Fortescue Centre. Fortescue’s Perth office is located on the traditional lands of the Whadjuk people.

Roster: Shift Position and Monday to Friday positions available

This is an exciting and challenging role within the Fortescue Technology Service Desk, responsible for supporting business and process critical systems. This role represents the front-line support for the business at a global scale, acting as the single point of engagement and business facing side of Technology & Autonomy.

Key accountabilities will include:

Acts as initial point of contact for global Technology related issues, providing first contact triage, effective troubleshooting through to resolution or providing informative handover & escalation to a relevant support team in an efficient and effective manner.

• Maintain polite and courteous relations with customers and business support at all times
• Strive to excel by meeting or exceeding Fortescue's Service Level Objectives in a high paced environment
• Clear and concise ticket management at all times
• Actively follow and review process documentation
• Work as a team and coordinate supporting with the wider technology and Business Support teams

Qualifications and skills required:

• Minimum 3 years of providing outstanding technical and customer support experience at an enterprise level
• ITIL v4 foundation (minimum)
• MTA: Windows Operating System Fundamentals (required)
• Ability to provide resolution on first call through extraordinary troubleshooting capability
• Ability to work as a member of a multi-disciplinary team while aspiring to lead by example, through the process and continual process improvement 
• Strong time management skills and have an ability to work to often tight, and multiple deadlines
• Proven ITSM ticket management skillsets, capturing clear and concise details including a solid understanding of incident, task and problem management
• Excellent descriptive and point driven written skills with strong people focus including a high level of understanding communication and able to demonstrate the ability to address audiences of all backgrounds

At Fortescue, we treat our team mates as though they are family. We appreciate everyone’s contribution and know that a diverse workforce creates a safer, more engaged and productive working environment.

Our aim is to have a workforce that reflects the community in which we live, and we encourage females, Aboriginal Australians, those identifying as LGBTIQ+, people of all ages and culturally diverse backgrounds to apply for this role.

www.fmgl.com.au/jobs-at-fortescue

Fortescue reserves the right to close applications early should a suitable pool of candidates be identified.