Customer Service Support Specialist
2 days ago
**Job Title:** Customer Service Analyst
About the Role
Stowe Australia is seeking a skilled Customer Service Analyst to provide first-line technical support to internal and external customers. The ideal candidate will have a strong understanding of ITIL principles and practices, excellent troubleshooting and problem-solving skills, and a customer-centric approach.
Key Responsibilities
The Customer Service Analyst will be responsible for:
Incident Management
Receive, log, and manage calls from internal and external customers via telephone, email, and service desk software. Provide first-line investigation and diagnosis, resolving incidents wherever possible.
Problem Resolution
Troubleshoot and resolve hardware, software, and network-related issues. Guide users through step-by-step solutions over the phone, via email, or in-person.
Customer Support
Deliver excellent customer service, ensuring users are kept informed about the status of their issues and requests. Follow up with users to ensure that problems have been resolved satisfactorily.
Service Requests
Fulfill service requests, such as setting up new user accounts, configuring hardware, and installing software. Ensure that service requests are completed within agreed timeframes and to a high standard.
System Monitoring and Maintenance
Monitor IT systems and services for performance and availability issues. Perform routine system checks and maintenance tasks to ensure smooth operation of IT services.
Documentation and Reporting
Maintain accurate records of incidents, service requests, and changes in the service desk management system. Produce regular reports on service desk performance and identify trends or recurring issues.
Requirements
The ideal candidate will have:
Education
ITIL Foundation certification is highly desirable. CompTIA A+, Microsoft Certified Solutions Associate (MCSA), or other certifications are highly considered.
Experience
Minimum of 2 years of experience in a technical support or service desk role. Proven experience in supporting IT infrastructure, including hardware, software, and networks.
Skills
Strong understanding of ITIL principles and practices. Excellent troubleshooting and problem-solving skills. Strong communication and customer service skills. Ability to work under pressure and manage multiple tasks simultaneously.
Why Choose Stowe Australia
Competitive salary and profit share. Dynamic work environment with rostered variable hours, including Saturdays. Opportunities for professional growth and development. Must hold the right to work in Australia.
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