First Line Support Agent – Client Support

The Helpdesk Team delivers 1 st line support to our clients, across multiple locations worldwide.

The First Line Support Agent's role is to provide a single point of contact for our clients' incidents and enquiries, following documented processes to ensure tickets are logged, prioritised, and routed accurately.

The Helpdesk presents an exciting opportunity to thrive in a fast-paced, dynamic, and ever-evolving environment. With the recent restructuring of the team, this role is pivotal in supporting Dynamo's ambitious growth into new territories and its ongoing success in acquiring new clients.

• The 1st line support agents will be expected to manage and provide ticket resolution on all logged tickets, including the escalation to 2 nd line support, and management of escalated tickets to 2nd line, within the client Service Level Agreements.
• Provide excellent Customer Service following documented processes.
• Deliver effective and proactive communication of problems/issues that impact a client installation.
• Assist in all aspects of user account management, e.g. creation, deletion, and setting of access permissions
• Follow Dynamo and client IT policies in relation to incident resolution and/or escalation, security, data management, and protection.
• Create and maintain client playbooks, ensuring all information is the latest, updated single source of truth.
• Raise repeat offenders in the Helpdesk team logs, and provide solutions
• Maintain the SLA Worksheet, with client versions and active users
• Conduct monthly post-mortems on client ticket activities and circulate the reports to client leads.

This role would be suitable for someone who is focused on service delivery and has relevant experience in Helpdesk operations, within an IT technology/SaaS space.

• Strong IT skills and proficiency with Microsoft Suite of products (Word, Excel, and Outlook)
• Zendesk, Incident management knowledge and experience highly advantageous
• Exceptional attention to detail, and organisational skills
• Produce high-quality communication, error-free spelling, grammar, punctuation, and email etiquette
• Professional and passionate about Client delivery, IT, and Technology
• Able to follow directions and work within documented procedures and guidelines, and have the intuition to identify exceptions
• Able to master new technology and apply skills across multiple platforms
• Become a "learn it all" with learning and professional development
• Able to think laterally, and creatively and have strong problem-solving skills
• Thrive on independence but be part of the team, based in Australia, sharing a commitment and passion in growing our international business.

The following skills, experience and knowledge would be advantageous to assist as a second responsibility to the technical operations team.

• Cloud infrastructure management
• Azure, AWS, or similar certification is advantageous.
• DevOps and/or automation for example Azure DevOps, Jenkins, or similar.
• IaC tools experience would be an advantage.
• Understanding of multi-threading, multi-tenancy, server resource allocation
• Comfortable with coding, including scripting tools and languages e.g. Python, PowerShell
• Familiarity with an IDE environment, and with Git

Dynamo values relevant experience and qualifications, and we also believe diverse perspectives and a willingness to learn are key to our success. Therefore, we encourage you to apply even if you do not meet all the criteria listed above. Recruitment is a two-way process, so we'd love to know why this could be the place for you and what you are looking for to advance your career.

If you have questions, please add these to your email, so we can discuss as part of the application/initial conversation.

Agencies: We do not require sourcing support for this role at this time, we are taking direct applications only.

Dynamo respects the uniqueness of all, if you require any support to help your application shine, or to enable you to do your best through the selection process, please let us know when sending your application so we can do everything reasonable to enable you.

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