Role: 1st Line Service Desk Technician Location: Brisbane Package: $76, PHMG is the world's leading audio branding agency, working with more than 36, clients in 39 countries. Globally renowned brands including Audi, Adidas and Coca-Cola trust us to make them sound as good as they look, as well as thousands more SMEs. Our success is all down to the talented individuals across multiple offices – and we'd like you to join them.Our IT Department were recently shortlisted for the Service Desk Institute Awards and we are looking for a thorough and conscientious IT Technician to join our Service Desk team in Brisbane. Responsible for providing technical support to the PHMG Brisbane office, small number of home workers and remote support to the Manchester office when required. The primary focus will be to ensure all calls and emails are answered promptly, requests and incidents are dealt with appropriately and all calls are logged within the company service management system. The role is working as the first person in the Brisbane office IT Team. Confident and approachable, you will use your expert problem solving skills to provide help and assistance to staff from all departments and at all levels. Responsibilities: Main contact for IT support in Brisbane and remote support for 30 employees in Manchester UKManage incoming calls and emails from staff regarding IT issuesSupport digital skills learning on systems (Ring Central, Salesforce, MS Office)1st line support duties – troubleshooting IT related problems, ensuring issues are logged, effective communication with colleagues and managementFulfil hardware and software administration of starters, movers and leaversProvision and maintenance of company hardware (Desk equipment, laptops, MacBooks, mobile phones)Maintenance of the asset recordAdhere to company SLA's and provide excellent customer serviceKeep staff updated on outstanding ticketsTake ownership of issues and follow up proactivelyMeet or exceed performance targetsEscalate incidents and requests appropriatelyUpdate documentation and knowledge base articlesProject work as required Desired skills and experience: Extensive 1st line experience on a busy IT service deskTelephony, email, and instant message supportFantastic customer service skillsAbility to communicate appropriately depending on the audienceReport effectively to managementTake ownership for updating all parties in communicationsProblem solvingAble to work on own initiative to a high standardConfident, professional and customer focusedProactive and positive mindset – always willing to go above and beyondIncident managementExperience with Active Directory, RingCentral, O and Salesforce (Kandji knowledge desirable)Updating internal communications platform with IT informationKnowledge of cyber security What you will get in return: Superannuation systemFree gym membershipFantastic training and development opportunitiesCareer progressionSpectacular company eventsCharitable events and fundraising for the PHMG Foundation