Customer Support Specialist

1 week ago

Melbourne, Victoria, Australia beBeeIT Full time $70,000 - $110,000
Job Title: Service Desk Analyst

The role of a Service Desk Analyst is to provide timely and effective support to users in resolving their IT-related queries. The ideal candidate will possess excellent communication skills, be proactive in solving problems, and demonstrate a strong commitment to delivering high-quality service.

Key Responsibilities:
  • Provide first-level IT support to users via phone and self-service portal, ensuring prompt resolution of issues within agreed service level agreements.
  • Record and update incidents and service requests utilizing Service Now in alignment with SLA guidelines.
  • Monitor telephone queues and respond to calls in a timely manner, adhering to SLA standards.
  • Offer first-call resolutions to incoming calls wherever possible by leveraging knowledge base articles.
  • Identify and escalate high-priority incidents as required, ensuring seamless continuity of business operations.
Technical Skills:
  • Proficiency in supporting Microsoft Operating Systems, including Windows 10 & 11.
  • Knowledge of Microsoft Office Applications.
  • Expertise in user administration using Active Directory and related tools.
Requirements:
  • A positive attitude and a can-do approach.
  • A dedicated team player with strong customer focus and exceptional communication skills.
  • Some flexibility in working hours.
  • Ability to build and maintain positive relationships with staff, users, and suppliers.
  • Capacity to work independently and utilize initiative to solve problems and achieve results.
Benefits:
  • Staff discounts across the group of companies.
  • Private health insurance discounts.
  • Employee assistance program.
  • A safe work environment.
  • Parental leave top-up allowance to support working parents.
  • Paid volunteer leave.

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