Technology Service Desk Analyst

Fortescue is both a proud West Australian company and a global green solutions business. We are recognised for our culture, innovation and industry-leading development of infrastructure, mining assets and green energy initiatives.

Technology Service Desk Analyst

Work Location:

Fortescue’s East Perth office is located on the traditional lands of the Whadjuk people.

Roster:

Shift Position on following roster.

- 4 days on/4 days off - 4 days on/4 days off

- 4 nights on/4 nights off - 4 nights on/4 nights off

- Repeat cycle

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 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 experience:

• 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.

Fortescue is deeply committed to providing a safe culture that builds respect, fosters inclusiveness, and values diversity. We celebrate individual strengths and team members from all backgrounds are encouraged to bring their whole selves to work. Our global workforce drives and promotes an inclusive culture, both within our organisation and throughout the communities we interact with across the world. Diverse backgrounds include First Nations Peoples, people with differing abilities, LGBTIQ+ community, gender, neurodiverse, cultural diversity, all age groups, and those with an intersectional or multiple diverse characteristics. We encourage candidates from all backgrounds to apply.

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

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

We only accept applications via our official website at https://ffi.com.au/careers/ or https://www.fmgl.com.au/jobs-at-fortescue/browse-jobs. Fortescue will never contact you to ask for payment of any kind, whether directly or through a third party.