Service Desk Specialist - #146541

Business Unit:

Cubic Transportation Systems

Company Details:

When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people’s lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners.

We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Explore more on Cubic.com.

Job Details:

Join our dynamic team as a Service Desk Specialist, pivotal in enhancing technical support and customer service excellence across our operations. Collaborate closely with SD Team Leaders and IT Ops Tier 2 to elevate Tier 1 technical capabilities, champion ITIL lifecycle management, and foster seamless integration across all GOC teams.

Key Responsibilities:

• Drive Technical Excellence: Implement "Shift Left" strategies to boost Tier 1 technical output.
• Enhance Customer Service: Support a culture of ITIL methodologies and end-to-end ticket management.
• Foster Collaboration: Act as a liaison between Service Desk and other GOC teams.
• Improve Operational Efficiency: Lead service improvements and maintain high First Contact Resolution rates.
• Documentation and Support: Manage application administration and facilitate change processes.
• Work in 24x7 shift rotation to ensure continuous operational support.
• Drive a 10% increase in First Contact Resolution capability initially, with ongoing improvements.
• Manage application and infrastructure health across multiple platforms.
• Foster cross-shift best practices and ensure system changes mitigate service risks.
• Support global business with CSI and workflow management updates.
• Provide technical assistance for project implementations and act as an escalation point.
• Collaborate with IT teams to optimize tooling and support services across the Service Desk.
  
  
  

Skills and Qualifications:

Essential:

• Strong analytical and listening skills with proficiency in ITIL methodologies.
• Proven track record in driving customer service excellence.
• Organized, self-motivated, and detail-oriented.
• Excellent communication skills and ability to work well in a team environment.
• Familiarity with Service Desk Institute Best Practice Standards.
  
  
  

Desirable:

• Experience in fault management or technical support within a high-technical operational environment.
• ITIL v3/v4 Foundation certification.
  
  
  

Education:

• A Level education or equivalent.
  
  
  

Worker Type:

Employee