We are seeking an IT Service Desk Engineer to join our inbound phone support team, providing responsive and effective technical assistance to end users. In this role, you will be the first point of contact for IT-related issues, delivering high-quality support over the phone and ensuring a consistent, customer-focused experience. You will play a key role in resolving technical problems efficiently while maintaining strong communication and service standards in a fast-paced support environment.
What You'll Do
* Provide inbound phone-based support as part of a high-volume Service Desk team
* Deliver Level 1 and Level 2 technical support for IT-related incidents and service requests
* Achieve strong First Touch Resolution KPIs through effective troubleshooting and problem-solving
* Diagnose and resolve issues across hardware, software, network, VPN, and security environments
* Perform user account administration in Active Directory, Microsoft 365, Intune, and Exchange
* Support Windows, macOS, and mobile device environments
* Use remote support tools (e.g. N-able) to troubleshoot and resolve issues
* Log, track, and update all incidents and requests in ITSM systems with accurate documentation
* Follow ITIL-based incident management processes to prioritise and resolve tickets
* Escalate complex or unresolved issues to appropriate technical teams or vendors
* Communicate clearly with users, providing regular updates and setting expectations
* Contribute to knowledge base articles and continuous service improvement initiatives
* Identify recurring issues and support problem management and root cause analysis
What You'll Bring
* Experience in an inbound phone-based Service Desk or technical support environment
* Strong knowledge of Windows 10/11, macOS, and Microsoft 365 applications
* Experience with Active Directory user and group management
* Familiarity with VPN technologies (e.g. FortiClient, Cisco AnyConnect)
* Basic networking knowledge including DNS, DHCP, TCP/IP, and Wi-Fi troubleshooting
* Experience using ITSM or ticketing systems
* Strong communication skills with excellent phone etiquette
* Ability to explain technical issues clearly to non-technical users
* Strong problem-solving skills with attention to detail
* Ability to work effectively in a fast-paced, high-volume inbound support environment
* Strong documentation and knowledge-sharing capability
Why You'll Love Working Here:
Our company is more than just a workplace, it's a hub of inspiration and creativity where employees love to work! Here's why:
* Extensive training and development opportunities that enable continual growth as part of your career planning.
* Extensive discounts and benefits to maximise your money.
* A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs.
* Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture.
CT celebrates diversity and enables every voice to be heard as we drive to create the world we want. Apply today and be part of a team that values innovation, inclusivity, variety and diverse backgrounds.
Note: A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.
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