Santos is a leading independent producer of oil and gas committed to ever-cleaner energy and fuels production. With operations across Australia, Papua New Guinea, Timor-Leste and North America, Santos has been supplying reliable and affordable energy for over 65 years.
About the Assignment
The primary objective of this position is to provide end user computing support to Santos employees and contractors. The support will be provided across a range of channels managed via EUC queues within the ticketing system, stemming from various channels such as walk-ups, phone calls and chats.
Tasks include:
- Provide EUC support according to Global-Defined standards, guidelines, and processes.
- Collaborate with both immediate team and support team members to meet agreed plans and KPIs.
- Identify cost reductions and process improvements to optimize performance and ensure high-quality deliverables.
- Triage, troubleshoot and handle Incidents and Requests: resolve, handover, or escalate as necessary.
- Engage effectively and timely with employees seeking EUC assistance across multiple channels, including follow ups with customers.
- Share knowledge and expertise within and across teams.
- Contribute to and maintain the Knowledge Base to support standard ways of working via a self-help portal for employees.
- Expand knowledge of IS services and increase expertise in various topics; proactively learning new technologies in the related areas of expertise.
- Respond to escalations or refer to appropriate resolver groups as needed.
- Participate in after-hours on-call duties and shift work as scheduled.
- Travel to remote sites to provide on-site assistance when required.
- Maintain detailed notes and troubleshooting steps for ticket handling and escalate or resolve issues as appropriate.
- Take part in rostered activities such as Queue Management.
- Data and insight analysis of data, dashboards and reports to identify trends, themes for Incidents, Requests and queries – continuously enabling the iterative improvement plans to remediate or communicate as part of a continuous improvement culture.
This assignment is initially offered for 12 months, engaged via Chandler Macleod.
Location for this assignment is Perth working full-time office hours.
About You
- Degree Qualified or Equivalent Tertiary Qualification, and/or equivalent related IT industry experience
- Strong experience in IT industry in a variety of roles and areas including Service Centre, Desktop Support, Applications Support, Infrastructure Support, business analysis and/or other SME role
- Knowledge and understanding of IT Service Management frameworks including Change and Release Management
- Strong technical solutions knowledge, development and analysis skills
- Excellent written, verbal and interpersonal communication skills
- Experience in developing effective relationships with a diverse group of stakeholders
How to Apply
If you have the required skills, experience, and qualifications, register your interest today! Candidate interest must be received via the online application process.
To be considered for this assignment you must have current work rights in Australia (i.e., Australian citizenship, permanent residency, or eligible working visa)
