Service Desk Analyst

The Company 

Pinnacle IT are a customer focused Managed Services Provider servicing clients in the medium to enterprise market segment. Our service offering includes managed services and project delivery in the networking, cloud, security and infrastructure space. As a Platinum Telstra partner for Data & IP and Cloud, we are highly regarded in the Telstra partner channel. We’re proud of our service orientated approach and wish to enhance this through the addition of an enthusiastic, customer-focused Level 1 Service Desk Analyst to our team.

The Role

We're looking for a motivated customer service professional with excellent communication and organisation skills to join our Service Desk in a permanent capacity. The position will focus on creating and managing service requests, and working with customers and vendors to resolve technical issues. The role is based in our Brisbane office and may require travel to client sites.

Responsibilities

• Answer inbound phone calls as the first point of contact for our customers
• Effectively log and manage tickets with a focus on prioritisation, SLA compliance, clear communication and a resolution mindset
• Provide level one troubleshooting and support to clients
• Assist with the diagnosis and repair of hardware and software faults
• Provide Exceptional Service to Pinnacle IT customers

Valuable skills

• Familiarity with basic IT concepts and troubleshooting procedures
• Great communication and documentation
• Proven time management and prioritization
• Microsoft 365 and Office Suite
• Microsoft Teams and Teams Voice

About You

If you thrive on variety and take pride in delivering exceptional customer service, we want to hear from you. We're seeking individuals who are well-presented, excellent communicators, and can engage with customers professionally across all levels.

Ideally, you'll have previous experience in a customer-facing role, preferably within a computer-related field. 

We're looking for team players who are eager to kickstart their IT career and grow within our team.

Benefits

You will work from our modern office building in a great team environment. Along with this we also offer:

• Attractive salary
• Full time permanent position with immediate start
• Industry training to help grow your technical knowledge
• Fantastic team of professionals with many years of experience and diverse industry qualifications

Please ensure your application contains a tailored cover letter along with your resume. 

Pinnacle IT requires all employees to obtain a clear federal police check. 

Only shortlisted applicants will be contacted regarding their applications.