AddressJob Title:Level 2 Service Desk Agent at CNG
Location: Keilor Park (VIC), with hybrid working options available on a case-by-case basis.
Contract Type: Full-time
About the Role:
CNG is seeking a dedicated Level 2 Service Desk Agent to join our dynamic team. This pivotal role serves as the primary point of contact between CNG’s clients and our internal staff. You will be instrumental in managing enquiries and issues, ensuring that our service commitments such as SLAs and KPIs are met, and maintaining our esteemed reputation through excellent service delivery.
Key Responsibilities:
- Log, manage, and resolve Service Desk tickets efficiently.
- Identify, troubleshoot, and resolve technical issues across software, hardware, and IT systems up to the second support tier.
- Escalate complex issues to appropriate resources while managing the ticket to resolution and maintaining communication with clients.
- Adhere to contractual commitments, including SLAs and KPIs.
- Maintain precise documentation and contribute to the creation of Service Desk resources like FAQs and knowledge base articles.
- Perform system health checks and backups periodically.
- Provide administrative support to the Service Desk Supervisor.
- Continuously enhance your technical and customer service skills.
- Collaborate with team members to improve the efficiency and effectiveness of the Service Desk.
- Comply with all organisational and client security standards and procedures.
- Attend sites as needed for maintenance tasks.
- Uphold and enhance CNG’s reputation with all internal and external interactions.
Minimum Qualifications and Attributes:
- Robust foundational knowledge in IT, with a focus on networking.
- Specific skills in Q-SYS, Dante, and Bosch Praesideo/Praesensa systems will be prioritised.
- Proven problem-solving capabilities with a methodical and logical approach.
- Ability to effectively interpret system schematics and as built drawings.
- Excellent verbal and written communication skills.
- Ability to work both independently and as part of a team.
- Experience with common IT tools and software.
- Commitment to ongoing personal development and keeping up to date with IT trends.
- Proactive, service-oriented mindset with meticulous attention to detail.
- Must be a self-starter, capable of working autonomously.
- Flexibility to work on a rota basis, including providing out-of-hours support.
- Applicants must have rights to work in Australia.
Why Join CNG?
At CNG, we not only offer competitive salaries and provide a platform for professional growth and development within a supportive and innovative environment. Be part of a team where your skills are appreciated, and your work makes a significant impact.
How to Apply:
Please submit your CV and a cover letter detailing your experience and suitability for the role. We look forward to understanding how you can contribute to our team at CNG.
