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Help Desk Analyst

4 weeks ago

Ryde, Australia CSR Limited Full time

Career development and opportunities will be ongoing in the role of Help Desk Analyst at CSR Limited. This position requires a customer-centric individual with the ability to build strong relationships with customers and stakeholders, willing to go the extra mile for exceptional outcomes.

About The Role

We have an opportunity in our IT Department to join our Helpdesk support team. As a leading Australian manufacturing business, we develop innovative, sustainable, high-performing building products and systems.

Key Responsibilities
  • Provide exceptional customer support: Offer first-level technical assistance, ensuring high-quality service and timely resolution.
  • Incident management & escalation: Log, categorize, and escalate incidents and requests accurately, maintaining clear communication.
  • Continuous improvement: Contribute to process improvements and participate in knowledge sharing.
  • Performance monitoring: Support achievement of KPIs such as SLA adherence and Grade of Service.
Requirements
  • Advanced understanding of Windows 10 and 11
  • Advanced understanding of MS Office and Office 365
  • Advanced understanding of MS Outlook
  • Solid experience supporting Android and iOS
  • A customer-focused approach to meeting and exceeding expectations
  • Clear and professional communication skills (verbal and written)
  • Ability to explain complex technical terms simply
  • Ability to work in a high call volume environment while adhering to KPIs and SLAs
What We Offer
  • Attractive salary and benefits, including discounts and offers
  • Supportive, collaborative culture fostering innovation and inclusion
  • Wellbeing programs, including paid parental leave, superannuation, and employee assistance
  • Opportunities for career growth, learning, and development within our brands