Service Desk Technical Specialist

3 days ago

Brisbane, Queensland, Australia beBeeSupport Full time $60,000 - $100,000

**Job Opportunity:** Service Desk Analyst L1

We are seeking a highly skilled and dedicated individual to join our team as a Service Desk Analyst. As a key member of our support team, you will be responsible for delivering exceptional first-level customer support and technical assistance to our clients.

The role requires the ability to log customer contacts as tickets into our IT Service Management tool, maintain ownership of tickets, and follow procedures for ticket handling. You will also perform remote troubleshooting, gather information, and communicate with clients to determine the best solution.

Key Responsibilities:

  • Deliver outstanding first-level customer support
  • Provide thorough technical support and troubleshooting
  • Log customer contacts as tickets into the IT Service Management tool
  • Maintain ownership of tickets and follow procedures for ticket handling
  • Perform remote troubleshooting and gather information to determine the best solution
  • Maintain client communication and SLA targets
  • Adhere to service delivery policies and processes
  • Create knowledge articles in the Knowledge Management System

Requirements:

  • 12-18 months' experience in a Service Desk role or three years' in a customer support-focused position
  • A degree in Information Technology or Computer Science, or a Certificate IV qualification
  • Demonstrable industry-based technical aptitude (e.g. Microsoft, Citrix, Cisco)

Technical skills required include Windows 10/11 User Interface, Office365 Administration and How Do I?, Azure Administration, Hardware Support, Monitors & Peripherals, Computer Peripherals, Printer Installation, Configuration & Troubleshooting, Networking & Connectivity, Network Protocols & Devices, Mobile Devices, Storage Devices & Media.

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