Digital Service Desk Agent

1 week ago


Melbourne City Centre, Victoria, Australia Paxus Australia Pty Ltd Full time
Posted 06 February 202- SalaryNegotiable

  • LocationMelbourne CBD
  • Job type Permanent
  • DisciplineIT General
  • ReferenceBBBH260108_

Job description:

Work as a Digital Service Desk Agent with a leading IT Consulting firm based out of Melbourne.

Responsibilities:

  • Assist users and customers in multiple systems, handling initial intake and gathering data to resolve or escalate the reported issue.
  • Handle customer Inbound and outbound calls.
  • Respond quickly and effectively to customer requests received through the Digital Support Desk.
  • Create and maintain meticulous records within the support software platform (Service Now)
  • Report significant and recurring issues to the Level2 support team.
  • Provide the first line of support for all inquiries and incidents, providing resolution or workarounds where possible and based on established runbooks/knowledge articles/scripts.
  • Coordinate and escalation the L2 issues to Business SMEs including followup to ensure ticket/incident/request closeout.
  • Escalate incident/s (as needed) and assign to L2 technical teams for further triaging and Problem management.

Skills Required:

  • Strong handson experience working as a Level 1 Service Desk agent.
  • 35 years of recent experience in customer service.
  • Support end users and customers in multiple systems and designed a set of digital tools.
  • Any experience or training with eCommerce websites/ Digital an advantage.

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