Help Desk Specialist

18 hours ago

Sydney, New South Wales, Australia beBeeSupport Full time $80,000 - $115,000

Job Description

As a Help Desk Specialist, you will be the first point of contact for customers experiencing technical issues. Your primary objective is to provide timely and effective support, ensuring that customers receive the assistance they need to resolve their problems efficiently.

Your key responsibilities will include:

  • Logging customer contacts as tickets into our IT Service Management tool (ServiceNow) to ensure all issues and requests are captured, categorized, and prioritized.

  • Maintaining ownership of tickets, following established procedures for ticket handling, and providing appropriate levels of customer communication.

  • Attempting to resolve issues or requests at the first point of contact, and when not possible, escalating tickets to the next level of support.

  • Performing remote troubleshooting, gathering and analyzing information, and using diagnostic techniques to determine the best solution based on the issue and details provided.

  • Utilizing knowledge articles in our Knowledge Management System (BIKI) to help progress issues or requests, identifying and escalating when any knowledge gaps exist.

  • Contributing to the creation and update of knowledge articles in BIKI when necessary.


Required Skills and Qualifications

To succeed in this role, you will require:

  • A minimum of 12-18 months' experience in a Help Desk or customer support-focused position.

  • A degree in Information Technology or Computer Science, or a Certificate IV qualification in a related field.

  • Demonstrable industry-based technical aptitude, including knowledge of current Microsoft Operating Systems and Office Suites, including Office 365.

  • Familiarity with Azure Administration, Windows 10/11 User Interface, Office 365 Administration, and other relevant technologies.


Benefits

We offer an attractive remuneration package, including competitive pay, extensive benefits, and opportunities for growth and development. Our benefits include:

  • Training and certification bonuses

  • Culture Awards recognizing excellence

  • An annual, all-expenses-paid trip for top performers and outstanding contributors

  • Vibrant social activities

  • Discounted hardware and software

  • An environment that embraces learning and development


Other Requirements

In addition to the above, you will be required to undertake a National Criminal History Check and a Technical Test as part of our hiring process.

We are an equal-opportunity employer committed to creating a diverse and inclusive work environment.

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