Service Desk Specialist (Level I)

The Service Desk Specialist (Level I) assists internal customers with IT incident resolution and service requests. The Service Desk Specialist is responsible for escalating incidents or service requests that cannot be resolved to the appropriate team. 

Based in Sydney, Australia your onsite role is to service internal customer across the APAC region while being supported by a larger IT Support Team and a manager based in Texas, USA.

ACCOUNTABILITIES

• Ensure excellent customer service by effectively assisting all system users with system problems, questions and requests as well as being ready to assist users at the start of the scheduled shift.
• Resolve system user problems and requests in an effective and timely manner, and with a sense of urgency using system related knowledge by performing problem recognition and resolution.
• Provide timely response to incidents by following up and updating tickets with relevant and accurate information as incidents are reported.
• Escalates incidents to the correct support team if not able to resolve.
• Document and track incident status until closed or resolved while keeping upper management informed of the status.
• Maintain computer and office equipment by logging incidents and scheduling repair services.
• Provide support in tracking equipment and serial numbers by recording appropriate information for equipment that is installed and/or relocated.
• Ensure Service Desk procedures are appropriately documented by assisting with updating Service Desk Knowledge as needed.
• Additional duties as assigned.

EDUCATION & EXPERIENCE

High School Diploma/Senior Secondary Certificate. Associated degree in a related field preferred.  1-2 years of related experience preferred.

SKILLS & CERTIFICATIONS

• Knowledge in operating personal computers, telephone systems, copiers and fax machines.
• Strong knowledge of Azure Active Directory, Microsoft Office 365, and Windows 10/11 preferred.
• Strong customer service orientation.
• Strong analytical and problem-solving skills.
• Strong organizational skills and multi-tasking ability.
• High attention to detail skills.
• Demonstrated ability to work in teams with a collaborative interpersonal style.
• Good verbal and written communications skills including excellent telephone etiquette.
• Possess accurate keyboarding proficiency.

PHYSICAL REQUIREMENTS

• Must have the ability to remain in a stationary position for extended periods of time.
• Must have the ability to position self to maintain computers and various network equipment in the buildings, including under desks, in the server rooms, and anywhere cabling installation and maintenance would be required for troubleshooting and optimal organizational connectivity and usage.
• Exhibit manual dexterity to dial a telephone, to enter data into a computer terminal; to perceive and read a computer screen and printed material with or without vision aids.
• Detect and understand speech at normal levels and on the telephone; converse in audible tones so that others may understand clearly in person and on the telephone; ability to understand and follow oral and written instructions.
• Physical ability to lift up to 25 pounds.

Applicant must be an Australian citizen or Australian permanent resident to be considered.