Key Responsibilities:
* Act as a single point of contact for 1st level IT support.
* Respond to and resolve customer requests or incidents providing fast and efficient customer service.
* Perform standard diagnostics to initiate the problem management workflow process.
Achieving Success in this Role:
* Strive for a high level of first-contact resolution.
* Ability to resolve problems with or without remote tools.
* Consistently achieve First Contact Resolution performance metric.
* Accurately document calls and cases.
* Assist in cross training and communicate quick fixes.
Requirements
You will be successful in this role if you have:
* Demonstrated experience in 1st level technical support in an ITIL Service Desk environment.
* 2-year minimum previous experience providing Level 1 support for MS Office, MS Exchange, and MS Windows networks.
* Demonstrated experience in supporting Microsoft Windows 10 and Office 365.
* Working knowledge of data and voice network concepts.
* Understanding of Active Directory and administration processes.
* Troubleshooting PC, networks, servers, software, and hardware problems, and Microsoft applications.
* A keen interest in developing a career in IT (essential).
Nationality Requirements:
* Australian Citizens only due to the nature of the role/account.
* NV1 or NV2 active clearance is a must have.
Additional Information
This role will require night shifts/roster. Night Shift has additional loading on the associate's base hourly rate.