Level 1 Support Agent
We are seeking a proactive, enthusiastic, and technically savvy individual to join our team as a Level 1 Support Agent.
This role involves responding to and resolving customer requests related to software, hardware, and network operations difficulties by providing fast, efficient, and friendly customer service.
Responsibilities:
1. Respond to customer requests and resolve issues in a timely manner.
2. Accurately document calls and incidents.
3. Manage time and workload to meet predetermined service levels.
4. Maintain data accuracy in our contact management system.
5. Assign incidents and requests to the correct support group.
6. Act as a single point of contact on logged incidents and problems.
7. Perform diagnostics to initiate the problem management workflow.
8. Provide clients with a reference number for their incident/request.
9. Understand various media sources that interface with the Service Desk.
Requirements:
* Baseline Security Clearance is required.
* Australian Citizenship is mandatory.
* Prior customer service experience is preferred.
* Relevant education, training, or experience in Information Technology is desirable.
This is an exciting opportunity for individuals who enjoy working in a fast-paced environment and are passionate about delivering excellent customer service. As a Level 1 Support Agent, you will be part of a collaborative team that values professionalism, teamwork, and continuous learning.