Service Desk Officer
4 weeks ago
The Service Desk Officer will provide technical support to customers by receiving, logging, resolving, and escalating service requests and incidents in a fast and efficient manner. The role requires strong analytical and problem-solving skills to resolve requests at point of call, or allocate requests based on resolver group availability and escalate as necessary.
Key Responsibilities
• Provide technical support to customers via phone, email, or in-person
• Analyze and resolve requests to maximize resolution at point of call
• Allocate requests based on resolver group availability and escalate as necessary
• Manage queues and prioritize tasks to meet service level agreements
• Collaborate with internal teams to resolve complex issues
Requirements
• Completed a Microsoft or CompTIA Certification, or have demonstrated experience in Information Technology or related disciplines
• Demonstrated experience in working in an IT Support Function and providing subject matter expertise
• Knowledge of Service Desk system and IT Tools
• Demonstrated knowledge and experience in resolving problems with PC systems, peripherals, desktop operating systems, and common desktop application products
Working Arrangements
This role is based in Mackay with 2 days work from home. The successful candidate will be required to work in a fast-paced environment and provide excellent customer service skills.
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