Address- Permanent role |Based in Sutherland Shire|AU CITIZEN ONLY
- Experience in 1st Level support and ITIL |On Site role |NO On Call
- Onsite Parking|Sporting facilities including swimming pool, Gym
Our client is looking for Service Desk Officer to provide efficient and effective resolutions as the first level of any IT operational incidents and requests. To ensure that customer service goals and objectives are resolved in an efficient, accurate and timely manner. You will be face of IT teams and so excellent customer support experience required.
--AU Citizens only due to security clearance| All 5 days in office
Key Responsibilities:
- Work within guidelines to respond promptly and professionally to incident reports and service requests via telephone, portal and email
- Adhere to set roster / schedule
- When unable to resolve an incident at first point of contact, analyse and diagnose the reported technical and non-technical issues and escalate to a more senior team member or appropriate person or group with sufficient information to expedite resolution of the incident.
- Record all service request and issues in the Operations Service Desk Tool to allow for accurate reporting and information.
- Provide a responsive customer service by liaising with customers about the status of their enquiries ensuring customers are kept informed and follow through of incidents logged.
- Ensure accurate records of software allocation and expiry dates are maintained by recording software licenses.
- Assisting team members to analyse and diagnose technical issues to gain resolution to calls.
- Ensure all new knowledge is recorded in the Knowledge Base promptly.
Key Skills Required:
- Experience providing first level technical support
- Experience in providing proactive support and quality customer service
- Technical experience in O365, Intune, remote access AD group management
- Demonstrated ability to handle technical problems with PC hardware, software and networks over the phone
- Demonstrated ability to handle requests for all Operations requests of a non-technical nature over the phone
- Technical skills in supporting Windows based desktop systems, future Linux OS and local applications
- Team oriented, friendly self-starter with a 'can-do' attitude and the ability to work flexibly as part of a dynamic and fast-paced organisation.
- High level written and verbal communication skills suitable for writing reports, influencing, and communicating technical information.
- Ability to identify and contribute to continuous improvement.
- ASM Service Management knowledge or similar.
- ITIL Foundations certification.
Please Note: All resumes MUST be submitted in Word format.
If you are interested in hearing more about this position, don't hesitate to contact Sumeet Kaur.
