Join an industry leader and make a positive change in the sustainable use of the world’s natural resources. Together, we will transform the business and drive the industry toward a greener future.
At Metso, you will be supported by our inclusive culture and a network of colleagues from around the world. With us, you will embark on a personal growth journey and are encouraged to realize your potential. This is your invitation to rise above the possible.
Job posting end date: 01/31/2025
Introduction
We are seeking an IT Coordinator to join our team. This role is pivotal in supporting and providing exceptional customer service to the Australia and SEA business. The IT Specialist is a proactive customer service-oriented individual responsible for IT operations and coordination of activities to deliver high customer satisfaction.
This role can be based from our West Perth or Sydney office and we are happy to offer some flexible working arrangements. This role will report to the APA IT Country Manager.
What you’ll do
• Coordinate IT operations across the APA (Australia & South East Asia) region with focus on excellence in customer service and IT operations
• Manage customer incidents and service requests in the regional queue and ensure timely resolution to maintain high NPS satisfaction
• Collaborate with various internal and external specialists and teams in resolving challenging cases and exceptional/out-of-scope requests
• Validate customer requests for non-standard requirements, raise with various stakeholders in determining solutions or initiating new demand process
• Oversee and collaborate with Service Desk and On-Site Support functional team leads to maintain output quality and service accountability
• Ensure tickets are routed to correct resolver queues and ensure timely action by responsible teams to meet SLA’s and business expectations
• Manage escalation tickets and identify problem tickets, working with internal and external specialist teams to action
• Identify common patterns and develop solutions to reduce ticket volumes over time through self-service, automation, streamlining, and other innovative solutions
• Create, review and update Knowledgebase articles proactively to document and share information, improve customer service, and promote team autonomy
• Perform procurement related tasks including purchase planning, vendor onboarding, request for quotations, raising investment proposals and purchase requisitions
• Act as an IT Safety Officer for vendor resources visiting sites, ensuring site inductions are completed, providing safety information, and reviewing certificates
• Support various global and local IT projects as an individual contributor
• Provide end-user training on technology, devices, M365, other global and local apps in person or remotely
• Responsibility for end user computing, shared computing devices, mobile services, and printing services
• Manage meeting room facilities and common use technology operation
• Handle domestic / international logistics and asset management
Who you are
• Relevant tertiary qualifications with 5+ years of experience working in IT Support / ServiceDesk and IT operational roles
• Strong troubleshooting and problem-solving skills with ability to efficiently diagnose and route or resolve technical issues
• Working knowledge and experience across broad range of IT technologies including PC computing, mobile devices, applications, and telecommunications
• Understanding and experience working with service management approaches such as Information Technology Infrastructure Library (ITIL)
• Excellent critical thinking skills with continuous improvement mindset, ability to work autonomously and independently to deliver exceptional results
• Ability to work in fast paced environment with multiple geographically dispersed locations, maintain professionalism, calm and positive under pressure
• Demonstrated excellent English communication and interpersonal skills, ability to effectively communicate with customers at all levels
• Willingness to attend meetings outside of business hours, be available for response to major incidents and support resolution after-hours
• Demonstrated ability to work flexibly within tight time schedules and in accordance with variable workload demands
• Experience dealing with or working for an MSP strongly preferred
What's in it for you
• A work environment where safety is always the number one priority – both your physical and mental health is our priority
• A competitive base salary reflective of your skills and experience with annual incentive program
• Additional Annual Leave benefit for all permanent and maximum term employees
• Flexibility in your working lifestyle – our team manages their own balance of working from home and in our office environment
• Gender Neutral Paid Parental Leave of 18 weeks at full pay
• Paid Volunteer Leave so you can give back to the local community or an organisation of your choice
• Active Social Club and companywide social events as your social wellness is important to us
• Family focused events as your family forms part of our close-knit community
• Comprehensive medical benefits including discounted private health insurance for employees and immediate family
• Company provided Salary Continuance insurance cover
• Career development & education assistance to further your technical and leadership ambitions
Hiring Manager: Patrick Mamigonian
How to join - Working at Metso - About Metso - Diversity and Inclusion - Meet our people
Metso is an equal opportunity employer committed to fostering an inclusive and diverse workforce culture. All qualified applicants will receive consideration for employment without regard to race, religion, color, nationality, gender, gender identity, sexual orientation, age, status as a protected veteran or status as a qualified individual with a disability.
Metso is a frontrunner in sustainable technologies, end-to-end solutions and services for the aggregates, minerals processing and metals refining industries globally. We improve our customers' energy and water efficiency, increase their productivity, and reduce environmental risks with our product and process expertise. We are the partner for positive change.
Headquartered in Espoo, Finland, Metso employs over 17,000 people in close to 50 countries and sales for 2023 were about EUR 5.4 billion. The company is listed on the Nasdaq Helsinki. metso.com, x.com/metsoofficial