Service Desk Officer

Flowbird Australia Pty Ltd

East Perth WA 6004

Help Desk & IT Support (Information & Communication Technology)

Full-time

$50,000 - $60,000 per year based on experience

Service Desk Officer at Flowbird Australia Pty Ltd

Who are Flowbird?

We are Flowbird, an international company headquartered with over 40 years of experience delivering solutions for public transport, mobile payments, on-street parking, off-street parking, and electric vehicle charging across the world.

Our worldwide statistics are impressive; we have solutions in over 4000 towns and cities in over 80 countries, we have 1500 employees, we have deployed 600k connected devices, we process over 400m banking transactions of $5b a year, and we generate $550m in annual revenue.

In Perth, Flowbird’s local hardware and software engineers support Perth and regional Western Australia’s current public transport solution. Our solution is going through a major multi-phase upgrade project, and we need a Service Desk Officer to join our team to work with us to deliver and maintain this solution.

What does a Service Desk Officer do?

Our Service Desk Officer will be the first point of contact for our customers. They monitor the first line queue for new incidents as well as handling phone calls and liaising between internal and external clients. They see incidents through to escalation or resolution, building strong relationships with customers.

This position would suit a candidate who has strong customer service skills from call centre, workforce management, hospitality, and some IT knowledge.

What are the Shift patterns?

Full time staff will work on a 7-day roster, with shifts between 7 and 12 hours up to 37.5 hours per week. The roster will require some weekend work.

What will you be working with?

Microsoft Office (Word, Excel)

Windows Operating Systems (Enterprise, Server)

Google Workspace (Gmail, Docs, Sheets, Slides, Forms)

PDF, JIRA, ServiceNow, Datadog

Networks and Databases

At times work autonomously and without direct supervision; this means you’ll need to be responsible for your own time management and activity prioritisation

Follow our written and verbal work instructions and procedures

Have good knowledge of Perth Metro area

Must be able to pass a Police Check Clearance.

Who will you be working with?

Flowbird’s international business means there’s a diverse and friendly team of colleagues across the country and the world who you’ll be working with:

Flowbird Perth, our growing team focussed on supporting our existing solution and preparing our major project activities in Perth: you’ll report to our Senior System Operations here

Flowbird Sydney, our small team of specialised staff supporting all of our APAC projects, which as well as Perth includes Sydney, and developing new business across the region

Flowbird UK, our large team of management, sales, developers, engineers, technicians, helpdesk, and many other departments

Our APAC customers; these are local state government transport authorities, local councils, and the public transport operators which run the services

Our suppliers and service contractors who play a crucial role in supporting our deliveries

Why should you apply for this job at Flowbird?

There are plenty of great reasons apply for this role at Flowbird, including:

This is a significant role in delivering a major public transportation project that will benefit all of Perth and regional Western Australia for many years to come

You will be an integral part of a growing team as our business and staffing expands in Perth

Employee benefits for discussion at your interview

Does this sound like you?

If you think you’re right for this role we look forward to hearing from you!