Service Desk Specialist

1 month ago

Brisbane, Queensland, Australia ASG Group Full time

Job Summary

We are seeking a highly motivated and customer-focused Technical Support Professional to join our team as an IT Service Desk Agent. As a key member of our support team, you will be responsible for providing first-line technical support to our customers via phone, email, and remote assistance tools.

Key Responsibilities

  • Provide technical support to customers via phone, email, and remote assistance tools.
  • Log all customer interactions accurately in our ticketing system.
  • Diagnose and troubleshoot technical issues related to hardware, software, and network connectivity.
  • Escalate unresolved issues to appropriate support teams and follow up on resolution.
  • Install, configure, and troubleshoot desktops, laptops, printers, and other peripherals.
  • Conduct on-site visits to customer locations for troubleshooting and support as needed.
  • Collaborate with other IT teams to ensure timely resolution of customer issues.
  • Follow established processes and procedures for incident management and service request fulfillment.
  • Assist with documenting and updating knowledge base articles for common issues and resolutions.

Requirements

  • Australian Citizen: Mandatory for security clearance purposes.
  • Blue Card Holder: Must have a valid Blue Card. Or eligible to obtain one.
  • Can-Do Attitude: A willingness to contribute to team and customer success.
  • On-Site Availability: Willingness to attend customer sites at least twice per week. Own transport is preferable.
  • Professional Communication: Ability to answer telephone calls and speak with customers in a professional manner while remotely assisting and resolving incidents.

Preferred Skills and Experience

  • Technical Capability:
    • Experience with Windows laptop hardware and software.
    • Knowledge of IP telephony, Office 365, and Microsoft Teams.
    • Basic understanding of network and cloud technologies.
  • Troubleshooting Skills: Ability to diagnose and resolve technical issues.
  • Hands-On Support: Ability to assist remote technical resources with hands-on support.
  • ITSM Tools Familiarity: Understanding of IT Service Management tools, systems, processes, and procedures.
  • Prior Experience: Experience in a Service Desk or Field Services role is beneficial.


We celebrate the diversity of people, and we pride ourselves on ensuring everyone belongs. As an equal opportunity employer, we want to create opportunities for everyone and will consider all applications without bias.

We value our collaborative culture and work together to support a variety of community organisations and social issues.

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