**Helpdesk Operator - Casual Contract (38 hours p/week)**
**About the Opportunity**
The primary purpose of this role is to be the key contact point between technical and field services staff and external customers. This position is responsible for providing technical support to both internal and external customers and staff, preparing job related reports to customers in a timely manner, and monitoring job and work orders to meet service agreements and contractual obligations.
**Key measures**:
- Timely responses to key stakeholders
- Appropriate and effective communication
- System and process compliance
**This role will be accountable for**:
- Reporting and Communicating Helpdesk Statistics and Trends:_
- Notify supervisor and customers of faults, issues and escalations for action
- Create and present daily reporting to internal and external customers
- Analyse and summarise asset data for customers
- Communicate all completed work orders and tasks on handover report/checklists
- Provide field staff with job confirmation and requirements
- Record job statistics on internal spreadsheets
- Providing a High Level of Customer Service:_
- Respond to external customer queries and requests within limited time and service agreements
- Provide regular feedback and information to customers relating to delivery timelines and progress reports
- Provide appropriate technical solutions to customer within service agreements and budget
degree of formality and presentation
- Coordinate workflow and job orders for field staff
- Negotiate and solve any customer related issues and complaints to a satisfactory outcome
- Encourage open communication between customer and Amtek to fix issues and complaints quickly
- Respond to and answer internal technical queries and issues by prioritising critical jobs
- Adhering to Internal and External Policies and Procedures:_
- Identify and prioritise jobs/work orders by following Service Level Agreements (SLA's)
- Contact field services staff and allocate requested jobs
- Analyse job locations and sort field services staff for completion
- Follow customer feedback schedule relating to open and existing jobs within timelines and budget
- Allocate and manage customer security including data and equipment storage
- Monitor and report on SLA's for all customers
- Identify and communicate irregular or unusual customer requests to supervisor
- All other tasks as required
- Qualifications:_
- Current Drivers Licence
- Satisfactory National Police Clearance
- Experience:_
- Excellent communication skills, fluent in conversational English
- Working knowledge of computers and database systems
- Experience in a call centre or helpdesk environment, desirable but not necessary
- Knowledge of Microsoft Office Suite, desirable but not necessary
**About Amtek**
Amtek provide technical service in the Banking and Finance, Transticketing, Retail, Security and Cash Handling sectors. It's what we live and breathe each day.
Started in 2006 by 3 enthusiastic, dedicated electronics professionals, Amtek initially provided gaming installation and project management services to Tabcorp in Victoria and NSW. A reputation to 'get the job done' propelled our small team of dedicated service professionals to a Nationwide staff of over 150 employees and 220 contractors across Australia and New Zealand.
Taking on large scale rapid deployment projects, such as the Victoria-wide implementation of the Myki Ticketing System for Public Transport Victoria, Amtek has developed a reputation for service 'above and beyond', rolling out projects and systems that others couldn't or wouldn't.
**Application Process**
**Applications close 11:59pm on Sunday the 11**th** of June.