Senior Technical Service Desk
The role of a Senior Technical Service Desk is to provide top-notch support to clients. We are seeking proactive, enthusiastic and technically savvy individuals who can excel in this challenging position.
* Deliver exceptional 1st Level IT Support.
* Lead, mentor and train service desk staff to enhance their skills and knowledge.
* Respond promptly and resolve customer requests related to software, hardware and network operations difficulties.
* Document calls and incidents accurately and efficiently.
* Manage time and workload effectively to meet service levels and deadlines.
* Maintain data accuracy in the contact management system.
* Assign incidents and requests to the correct support group with ease.
* Act as a single point of contact on incidents and problems logged.
* Perform diagnostics to initiate problem management workflow process seamlessly.
* Provide clients with a reference number for their incident/request in a timely manner.
* Stay up-to-date with various media sources that interface with the Service Desk.
* Deliver excellent customer service professionalism to multiple clients.
* Be flexible to work in a 24/7 environment, including nights and weekends.
You will be successful in this role if you have:
* Active NV1 Security Clearance and the ability to obtain NV2 Security Clearance.
* Must be an Australian Citizen.
* Applicants with customer service experience are preferred.
* A minimum of 1 year of IT Service desk experience.
* Education equivalent to a certificate course and/or relevant experience in Information Technology.