Service Desk Consultant

2 weeks ago

Melbourne City Centre, Australia Talent International Full time

**Job Details**:
**Location**

Melbourne CBD

**Salary**

ASAP start, great team, attractive rates

**Job Type**

Full Time

**Ref**

BBBH102039_1684721649

**Contact**

Carly Llorente

**Posted**

21 minutes ago

Working for this leading higher education institution Service Centre Consultant you will be part of a large team delivering exceptional customer service and ensuring all Service Levels and KPI's for the Service Centre are met.

**Key activities**
- Provide immediate assistance to academic and professional staff, students and external stakeholders via multiple support channels (e.g. phone, portal, webchat) for any incidents or requests reported to the Service Centre
- Ticket management for all jobs assigned to you or received directly from a customer. This includes initial diagnosis, classification, prioritization and action of all support tickets you encounter.
- Forge, support and sustain strong working relationships with members of all Faculties and other support staff
- Contribute to the Service Centre operations and support service with an emphasis upon responsiveness, adherence to team workflow and functions, delivery of client focused outcomes, continuous service effectiveness, and sustaining clear and timely communications with clients and team members
- Participate in coverage of peak period activities and major incidents across the division

**Skills and experience**
- Previous experience in an IT services operations/IT Helpdesk environment within a large complex organisation and a multi-sourced services environment
- Ability to take ownership for actions to deliver first point of contact solutions ensuring the customer experience is at the centre of these actions
- Moderate technical and operational knowledge that supports the development, installation, operation, or maintenance of IT services
- Proven ability to deliver excellent front line client focused support, predominantly via phone but also online or in person
- Ability to communicate in clear and concise ways via established oral, written and interpersonal skills
- Demonstrated ability to work independently as well as in a team maintaining positive working relationships, showing high emotional intelligence and self-awareness

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