AddressMy client is a fast-growing Managed Service Provider that specialises in providing innovative and leading technology solutions to Small & Medium size Australian businesses. My clients services include cloud solutions (such as Microsoft 365 and Azure), cybersecurity, internet, and phone solutions.
We are seeking an experienced IT professional experienced as a Service Desk Technical Lead with a focus on Customer Account management. In this role, you will be responsible for delivering first-class proactive and reactive customer support to clients. Your primary focus will be to build strong relationships with clients, understand their business needs, align technology solutions, and provide technical assistance.
Key responsibilities
- Build and maintain relationships with clients to understand their business and align technology solutions with their needs.
- Assist clients in developing and progressing a technology roadmap that aligns with their business objectives.
- Manage client expectations and monitor open cases to ensure timely closure.
- Take ownership of client issues and act as their dedicated Technology Champion with the full support of your team.
- Provide technical assistance to clients over the phone and email.
- Travel to client sites to provide on-site technical support and advice.
- Identify and recommend solutions to fulfil client needs, such as workstation purchases, managed services, and projects.
- Respond to escalations from the team when necessary.
- Fulfil service requests within agreed Service Level Agreements (SLAs).
- Assist the sales team with technical pre-sales activities as required.
- Maintain thorough documentation of all activities in our case management tool.
- Assist with special projects as assigned by management.
- Passion for delivering excellent customer service and satisfaction.
- Strong attention to detail.
- Ability to work independently and autonomously.
- Excellent written and verbal communication skills.
- Professional demeanour and ability to interact effectively with clients.
- Previous customer support experience in a complex environment.
- Excellent troubleshooting and analytical skills.
- Experience in a similar role with a Managed Service Provider is highly regarded.
- Experience managing Microsoft 365 and Azure environments.
- Proficiency in supporting Windows desktop environments (Windows 7, 8, and 10).
- Familiarity with troubleshooting business internet, router, and Wi-Fi issues.
- Experience in the configuration and administration of Windows Servers.
- Experience in the configuration and administration of Active Directory domains, including Group Policies.
- Ability to thrive in a fast-paced environment.
- Familiarity with the ITIL framework.
- Current Microsoft certifications will be highly regarded.
- Strong desire to learn and develop technical and customer service skills.
