Service Desk Controller

at  Cubic Corporation

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:

Essential Job Duties and Responsibilities:

• Receiving and responding to incoming calls and emails received from internal and external stakeholders in a prompt, professional and courteous manner
• Provide an excellent level of customer service to callers, by providing them with appropriate support response and friendly communication
• Monitor the smart card network for security alarms, faults, system issues and other maintenance requirements
• Log all incidents and requests in ServiceNow and assign to the appropriate area
• Dispatch field technicians to respond to requests within agreed SLAs
• Review and adjust scheduling as new requests are received to ensure SLAs are maintained, and monitor progress of requests
• Escalate high priority issues to the Team Leader and/or those that will not be not resolved in a timely manner
• Liaise with internal and external stakeholders and follow up to ensure issues have been resolved
• Work closely with the field team to ensure efficient coordination and dispatch of field services personnel
• Maintain Cubic service records for fault management, preventative maintenance and reporting purposes
• Participate in disaster recovery/business continuity planning and testing
• Carry out ad hoc requests from internal/external stakeholders
• Assist with documentation of internal procedures to assist in day to day operations
• Assist with internal and external training
• Exchange and share knowledge across all products
• Report all WHSE incidents, potential hazards, near misses and accidents

Worker Type:
Employe

• Receiving and responding to incoming calls and emails received from internal and external stakeholders in a prompt, professional and courteous manner
• Provide an excellent level of customer service to callers, by providing them with appropriate support response and friendly communication
• Monitor the smart card network for security alarms, faults, system issues and other maintenance requirements
• Log all incidents and requests in ServiceNow and assign to the appropriate area
• Dispatch field technicians to respond to requests within agreed SLAs
• Review and adjust scheduling as new requests are received to ensure SLAs are maintained, and monitor progress of requests
• Escalate high priority issues to the Team Leader and/or those that will not be not resolved in a timely manner
• Liaise with internal and external stakeholders and follow up to ensure issues have been resolved
• Work closely with the field team to ensure efficient coordination and dispatch of field services personnel
• Maintain Cubic service records for fault management, preventative maintenance and reporting purposes
• Participate in disaster recovery/business continuity planning and testing
• Carry out ad hoc requests from internal/external stakeholders
• Assist with documentation of internal procedures to assist in day to day operations
• Assist with internal and external training
• Exchange and share knowledge across all products
• Report all WHSE incidents, potential hazards, near misses and accident