Service Desk Agent

1 week ago

Adelaide, South Australia Specsolutions Full time
Overview

The Service Desk Agent provides high-level, specialised technical support from a helpdesk environment, focusing on specific and/or customised applications. The role involves handling escalated issues, supporting end users, and ensuring effective resolution through established processes. It requires both strong technical expertise and excellent communication skills.

About the Client

Our client is Australasia's largest home-grown technology company, with over 6,500 employees across Australia, New Zealand, and Asia. Founded in 1965, the company delivers a broad range of IT and digital services, including cloud, cybersecurity, managed operations, software development, and business process solutions. Datacom partners with clients from government agencies to global enterprises, focusing on innovation, sustainability, and customer success, with a commitment to achieving net-carbon-zero by 2030.

Responsibilities
  • Provide specialised and escalated technical support via telephone or email.
  • Negotiate timeframes for solution implementation and update users during resolution.
  • Identify complex technical issues for escalation to senior staff or external vendors.
  • Escalate process or project improvements to enhance product use and reduce call volume.
  • Keep management informed of potential product, service, or training opportunities.
  • Log and access technical solutions within a database, documenting all communications.
  • Develop and maintain specialist knowledge in supported and associated products.
  • Deliver training to Helpdesk/IT support staff.
  • Ensure compliance with health and safety obligations, reporting hazards and incidents.
Essential Requirements
  • Broad understanding of desktop applications, systems administration, and network engineering.
  • Strong knowledge of the organisation's technical environment and operating platforms.
  • High-level specialist knowledge of supported products/applications.
  • 1–2 years' technical support experience, with at least 1 year dedicated to specific applications/technologies.
  • Strong service orientation and customer focus.
  • Advanced problem analysis and problem-solving skills.
  • Relevant tertiary qualifications and professional certifications (e.g., MCP, MCSE).
Desirable Skills
  • Additional professional certifications.
  • Deeper expertise in enterprise-scale environments.
  • Experience delivering technical training to IT support staff.
  • Baseline Clearance or ability to obtain
Application Details
  • Which of the following statements best describes your right to work in Australia?
  • How many years' experience do you have as a Service Desk Agent?
  • Do you hold Australian Security Clearance?

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