IT Helpdesk Analyst


Location: New South Wales

Job Type: Full time


Perfection not required
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UGL is a global diversified services company delivering critical assets and essential services that sustain and enhance the environment in which we live. UGL's engineering operations provide innovative and sustainable technology-based solutions to optimise the value and performance of our clients' operating assets across multiple sectors.

About The Role

The Train Control System Technician will assist the Project Manager and broader team in operational management of the Operational Servcie Agreement that is in place between UGL and URLRL to manage the 10 year programme of Operation and Maintenance of the Signalling Train Control Systems that support the Country Rail Network

The role will have responsibility for achieving target network performance KPIs agrees with the Customer through effective application of technical knowledge and coordination of different levels of support during rostered shifts and on-call requirement that will be based in Orange, NSW.

Other Key Responsibilities

  • First line of techncial support for Train Control Systems including managing the interface between UGL, UGL's subcontractors and UGLRL operational and technical representatives
  • Monitoring of systems and provision of timely information to internal and external stakeholders consistent with agreed criticality
  • Effective triage of alamrs and faults presented by the Train Control System as well as issues reported by users of the system
  • Troubleshooting and diagnosis of the fault and correction of the fault in a timely manner through coordination of resources and repair and return to service times agreed with the customer
  • Identification of support required and prompt identification of events that require the assisatnce of UGL Level 2, 3 Support or Vendor Level 4 support
  • Conduct health checks and preventative maintenance of the Train Control System utilising the Technical Maintenance Plans on a periodic basis and record results and escalations of potential issues
  • Provide network administration support
  • Provide updates of systems status during planned outage service restrictions
  • End to end responsibility of closeout of all faults and issues during shift or detailed handover to subsequent staff
  • Ability and preparedness to work shifts

What Do You Need?

  • Knowledge of Railway Signalling
  • Excellent written and verbal communication skills
  • Strong administration skills
  • Experience with queue based ticket management systems
  • Ability to follow and comply with strict onsite processes, instructions and procedures

As a diversified services organisation, UGL appreciates the diversity and richness of its people and seeks to create inclusive environments that promote your talent and skills.

Please note that relevant screening checks will be conducted as part of the recruitment process. These may include a national criminal history check and for you to undergo a pre-employment medical assessment.

Ref 249467

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