AddressOur Telecommunications Service Desk Coordinator organises and schedules resources for the installation and maintenance of telecommunications hardware and is also the first point of contact for customers experiencing issues with their phone system.
An ability to quickly identify issues and ensure they are resolved in a timely manner by promptly assigning technicians to conduct service work in order of priority is critical to the success of this role.
Prompt, clear, consistent communication as well as individual accountability and focused delivery of exceptional customer service is an absolute requirement of this position.
The primary responsibilities of this role are:
- Provide timely, diligent, effective and efficient support to customers, and treat each Service Desk issue with high priority to ensure advice and customer service is in line with agreed procedures and timelines/SLAs
- Create and manage tickets to maintain accurate entries of verbal and written communication, faults, resolutions, and contact details for each issue/project
- Manage multiple projects and enquiries with competing priorities efficiently and prioritise work effectively
- Promptly identify the source of issues and schedule a technician to conduct on-site or remote work to resolve issues in line with agreed procedures and timelines/SLAs
- Liaise with internal staff and external partners as appropriate to provide prompt solutions to customers and achieve excellence in overall customer service delivery
- Provide overall assistance to the business in triage queue management
- Assist with technical quality management, and update Service Desk delivery documentation of all current systems, and any new systems implemented.
- Providing timely updates to customers both verbally and in writing
- Provide primary assistance of basic office administration tasks to support project and provisioning, procurement and help desk teams
- To play an active role in a team striving for continuous improvement and achieving excellence in customer service
SELECTION CRITERIA – Please address the below points in your cover letter
Mandatory Requirements:
- Previous experience in scheduling and time management of engineers
- Demonstrated broad knowledge of the technical support of phone systems and IT networks
- Previous experience in technical and desktop support for a medium/large organisation
- Strong customer focus with exceptional communication and interpersonal skills.
- Demonstrated ability to multi-task and resolve competing issues effectively and simultaneously
- Demonstrated ability to gather information to identify key issues and develop a clear scope of works for the engineering team to implement solutions efficiently and effectively, ensuring minimal downtime and disruption to customers
- Previous experience in project management and ability to effectively manage multiple projects with varying requirements and competing priorities at a given time
- Advanced skills in ticket management and the ability to appropriately prioritise issues per agreed SLAs and nature of issues.
- Basic knowledge of networking, VPNs, and Multisite Networks
Applicants should also note, as part of the role, occasional weekend work may be required (on-call basis) to support customers requiring service/help desk assistance, as and when the need arises.
Highly Desirable:
- Previous experience in Autotask or other CRM/ticket management software
- Previous experience in PABX programming and/or maintenance
- Experience in managing customer technology migrations
- Router and network configuration skills
What the role can offer you:
- Laptop and mobile phone provided.
- Exposure to learn about the latest PABX platforms and voice solutions
- Great location in Milton
- A work culture that puts emphasis on professional development and growth
- Ability to use the latest, cutting-edge technologies
- Supportive and enthusiastic colleagues
- Entrepreneurial and innovative environment
To be considered for this role, you must follow these instructions:
- Provide a copy of your resume
- Provide a cover letter addressing the selection criteria
- Complete our one-way short video interview before 26 May 2024 by clicking here https://app.willotalent.com/invite/RSBZ9c/
Applications that do not follow the above instructions will not be considered.
Please note – due to the high volume of applications only shortlisted candidates will be contacted. We thank you in advance for applying to join the Com2 team.
About Com2:
We are an Australian company established 22 years ago. We are a full-service telecommunication provider who specialise in the bespoke design, delivery, and management of telephony, voice services, and data solutions.
We are an independent, carrier-agnostic service aggregator. This gives us the ability to scale with reliability. We are referred to by many IT companies and industry advisors due to our agile delivery methods and our ability to work closely with customers to identify their needs and deliver on desired outcomes. We put our customers first.
Com2 employees enjoy a range of benefits including professional development opportunities, training and ongoing support and an employee assistance program.
