Expression of Interest: IT Service Desk Agent – Level 1

1 week ago

Canning Vale, Western Australia APM Full time

APM is a fast-growing International Human Services provider with over 28 years in the industry. The APM IT team consists of over 80 staff in the APAC region and over 200 globally assisting APM group to make a difference in the community by delivering quality outputs to support our frontline staff to enable better lives. We are experiencing an exciting period of growth and need people to support our frontline staff.

We are inviting expression of interest for 4 new Permanent Full-time roles based in Canning Vale (WA) or Melbourne CBD (VIC), with start dates in August and September 2024.

The Role

As Service Desk Agent – Level 1 you will provide initial support to users experiencing technical issues across our teams in Australia, New Zealand, and Singapore. You're the first point of contact for users seeking assistance with IT problems, software glitches, hardware malfunctions, or other technology-related issues. This initial support will primarily be provided through incoming phone support and to a lesser degree tickets through our Service Management system.

Your goal is to ensure that users receive timely and effective support, minimizing disruptions to their work caused by technical issues. As you gain experience, you may progress to higher levels of support with more specialized skills and responsibilities.

In this role you will:

  • Troubleshoot basic technical problems reported by users.
  • Receive, log, and manage support tickets in a ticketing system.
  • Communicate with users to gather information about their technical issues, provide updates on the status of their tickets, and offer guidance on resolving common problems.
  • Contribute to building and updating a knowledge base by documenting solutions to frequently encountered issues.
  • Provide excellent customer service by being patient, empathetic, and able to explain technical concepts in a clear and understandable manner to users with varying levels of technical expertise.
  • Create training materials and documentation for users to help them become more self-sufficient in solving common technical problems.

Your weekends, are yours

This is a full-time hybrid role, working across a rotating roster from Monday to Friday, with hours between 8am and 6pm. We can work with you to plan hours that suit your needs.

Skills you'll bring

  • A strong understanding of basic computer hardware and software components.
  • The ability to identify and resolve common technical issues.
  • Excellent customer service skills that enable effective communication with users and addressing their concerns.
  • Have strong problem-solving skills to quickly assess situations, analyse information, and develop solutions to resolve technical issues.
  • Attention to detail.
  • Effective time management skills.
  • Be able to collaborate with other support team members and departments to resolve complex issues or implementing system-wide changes.
  • Be adaptable and willing to learn new tools, technologies, and processes.
  • Clear and concise verbal communication over the phone or in person, as well as written communication in support tickets, emails, or documentation.
  • Compliance Requirement: Must be an Australian Citizen or a Permanent Resident

What's in it for you?

  • Career growth and progression options across multiple business lines.
  • Experience supporting an ASX listed multinational company.
  • Opportunities for professional and career development.
  • Employee benefits: Discounted health insurance, wellbeing program, purchased annual leave.

About APM Group

We're a diverse team of over 13,000 people across 11 countries with a shared purpose - to enable better lives. Our purpose is the common thread that lives in everything we do, and it starts with enabling better lives for our employees and their families too.

Our work enables the people we serve to realise their ambitions and aspirations through sustainable employment, independence, better health and wellbeing, and increased social participation.

When you join APM, there's an opportunity to grow your career in Human Services, across multiple global brands and geographies. You can expect a great work-life balance, extensive learning opportunities, networking programs and employee benefits. But most of all you can expect to make a lasting impact on the lives of others, who rely on our services.

At APM we are strengthened by diversity. We are committed to providing a work environment in which everyone is included, treated fairly and with respect. We encourage applications from people of all ages, nationalities, abilities and cultures including indigenous peoples, the LGBTQI+ community and people with a disability.

Ready to Join?

Click APPLY now and complete your application through our online recruitment platform.

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