Role: Tech Support
Location : Sydney /Melbourne
**Looking for immediate joiner**
Skills Set: Serve as the first point of contact for users seeking technical assistance with a focus on E2E incident management
- 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
- Walk customers through the problem-solving process and direct unresolved issues to second level resolver groups
- Work with the Service Desk Manager to ensure adherence to all contracted Services, reporting and associated SLA's for your delivery team
- Work with the Service Desk Manager to regularly review services to ensure that they deliver to the contracted levels and maintain relevancy to the client, while complying with all relevant Service Delivery policies/procedures
- Work on incident/phone queues as well as any other responsibilities and tasks assigned by the manager as required to ensure Service Delivery
- Act as a point of escalation for urgent/sensitive issues raised by stakeholders ensuring the relevant parties are engaged in a timely fashion
- Demonstrate thorough, timely and appropriate actions so that any event has been resolved to the client's reasonable satisfaction
- Constantly asses and ensure that appropriate groups are working on resolving all Incidents in a timely and resource efficient manner
- Contribute to the maintenance of support/process/training/knowledge documentation for your delivery areas
- Take part in regular Quality Assurance reviews with a focus on continual self-improvement
- Continually adhere to relevant KPI's outlined by the Service Desk Manager and take necessary action to ensure identified performance gaps are resolved
- Identify and suggest potential improvements in tools and processes
**Desired experience and skills**:
- Proven experience as a service desk analyst or other customer support role, preferably in an enterprise level environment
- Ability to work efficiently under pressure in an ever evolving environment with a large spectrum of products within support scope
- 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
- Tech literate with the ability to quickly become proficient in multiple software platforms and tools
- Good understanding of computer systems, mobile/network devices, printers and other hardware
- Ability to diagnose and resolve basic technical issues
- Strong verbal and written communication skills
- Customer-focussed and professional approach to service delivery
- Ability and willingness to work on a rotating roster including weekends
Schedule:
- 8 hour shift