Address- Perform troubleshooting through diagnostic techniques and pertinent questions in order to determine the best solution/course of action based on the issue and details provided by customers
- Analyse calls/emails to provide insight on procedural/technical trends, issues and knowledge gaps
- Proven experience as a service desk analyst or other customer support role, preferably in an enterprise level environment
- Certified or experienced in ITIL aligned environments and best practices
- Experienced in the use of an ITSM tool to raise and resolve cases, preferably Service Now
- Good understanding of computer systems, mobile/network devices, printers and other hardware
- Ability to diagnose and resolve basic technical issues
- Customer-focused and professional approach to service delivery
- Ability and willingness to work on a rotating roster including weekends
Job Type: Full-time
Schedule:
- 8 hour shift
Work Authorisation:
- Australia (Required)
