Technical Support Specialist
2 weeks ago
Estimated Salary: $65,000 - $90,000 per annum
About kikki.Kkikki.K is a unique retail group with a global vision. We exist to deliver rich connections to our customers through beautifully designed and curated brands.
Job DescriptionWe are seeking a Technical Support Specialist - IT Infrastructure to join our IT team at our St Kilda Rd Support Office. This role will be responsible for providing responsive and proactive incident resolution and service request management for IT applications, software, hardware, and network systems, including user administration.
You will assist the business in resolving identified problems with a strong emphasis on providing high-level customer service. You will collaborate with the IT Team to ensure the reliable, efficient, and secure operation of our IT systems and infrastructure.
The Role:- Log, monitor, and track all incidents and service requests received using the call management system.
- Proactive maintenance of outstanding calls for all queues in IT Service Desk.
- Incidents and service requests are escalated to internal support teams or external service providers via the Call Management System.
- Rapid diagnosis and resolution of application, software, hardware, and network incidents.
- Seek opportunities to improve skill level, knowledge, and share with the team.
- Liaise with external service providers to resolve incidents and complete service requests.
- Identify, record, report, and verify agreed IT service assets within the CMDB including versions as per Service Catalogue.
- Facilitate the acquisition and installation of hardware and software for customers.
To be successful in this role, you will need:
- 1 year of experience in a similar role.
- ITIL Certification or relevant experience.
- Relevant Tertiary or Industry Certified qualifications.
- A strong customer service and work ethic.
- Excellent analytical and problem-solving skills to enable effective identification and resolution of IT-related issues.
- Strong understanding of ITIL Service Management.
- Effective verbal and written communication skills.
- Sound knowledge of Microsoft Office products.
- Previous experience working in a service/help desk role & using a call management system (i.e. Zendesk or JIRA).
- Experience in supporting Windows & Apple desktop environments.
- Experience in troubleshooting network environments.
- On-site 5 days per week.
We value our employees and offer a range of benefits including generous staff discounts, a supportive team culture, and opportunity to work for a uniquely Australian Retail Group with a global vision.
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