Job Role:
A first-line technical support specialist plays a vital role in delivering excellent customer service to various business areas.
Key Responsibilities:
* Ensure timely resolution of calls within agreed-upon Service Level Agreement (SLA) targets.
* Deliver a customer-centric service, striving to meet or exceed customer expectations.
Call Management:
* Implement best practices for call management.
* Log all calls accurately and efficiently within the IT service desk system.
* Capture detailed and correct information pertaining to all inbound calls.
Shift Rotation:
* Participate in a shift rotation to ensure adequate cover is provided 7 days a week.
Communication:
* Communicate effectively and proactively with colleagues and customers.
* Seek feedback from colleagues and customers to enhance the IT service desk customer experience.
General Requirements:
* Undertake necessary training associated with the duties of the post.
* Participate in training and development procedures.
* Maintain confidentiality and observe data protection guidelines.
Requirements and Qualifications:
* 3-4 years of experience in IT or a similar customer support/service delivery role.
* Excellent customer service skills with a high level of focus on quality.
* Ability to communicate clearly and professionally.
* Problem-solving and analytical skills, with the ability to work under pressure.
* Excellent interpersonal skills (verbal and written).
* Clear understanding and interest in current and emerging IT technologies.
* Beneficial to have an awareness of the IT industry in general.
* An understanding and interest in the use of IT within business functions.
Work Environment:
The successful candidate will be required to work in-person in South Brisbane, QLD.