Service Desk Level 2

Service Desk L2
Located   Melbourne, VIC, Australia
 
What success looks like in this role:

• 2nd Level telephone contact support.
• Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
• Must be logged into the call system so that HHO’s can be received.
• Ability to resolve problems with or without remote tools.
• Consistently achieve First Contact Resolution performance metric.
• Accurately document calls and cases.
• Aware of customer’s time restraints and work within those time limits.
• Keep customer aware of resolution steps – if ticket needs to be dispatched.

 
 
You will be successful in this role if you have:

• Relevant experience in Information Technology service delivery.
• 12 months - 2 years IT Service Desk experience.
• 2-year previous experience providing Level 1 support for MS Office, MS Exchange and MS windows networks.
• Working knowledge of data and voice network concepts.
• Preferred: ITIL Foundations Certification OR Microsoft Desktop Administration certification.
• Analytical and diagnostic skills.
• Languages: English and local languages of the countries it supports.

  How to apply:
Apply directly for more information (complete Job Description) for this position, once you have read the JD provided, I'd be happy to discuss - Walter Faets.

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Australian citizen with security clearance is required for this position.
We can assist you in obtaining a security clearance.

BSI People are an equal opportunity employer and we encourage applications from all people including Aboriginal and Torres Strait Islander peoples.