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Customer Service Analyst

2 months ago

Melbourne, Victoria, Australia Exact IT Consulting Full time
About the Role

We are seeking a highly skilled Customer Service Analyst to join our team at Exact IT Consulting. As a key member of our IT department, you will be responsible for providing exceptional technical support to our internal and external customers.

Key Responsibilities
  • Provide first-line technical support via phone, email, and in-person to resolve hardware and software issues.
  • Investigate and diagnose technical issues, resolving them wherever possible.
  • Manage incident tickets, ensuring timely resolution and high levels of customer satisfaction.
  • Deliver excellent customer service, ensuring users are informed about issue status and resolution.
  • Perform routine system checks and maintenance tasks to ensure smooth operation of IT services.
  • Maintain accurate records of incidents, service requests, and changes in our service desk management system.
  • Produce regular reports on service desk performance and identify trends or recurring issues.
Requirements
  • Minimum 2 years of experience in a technical support or service desk role.
  • Proven experience in supporting IT infrastructure, including hardware, software, and networks.
  • Strong understanding of ITIL principles and practices.
  • Excellent troubleshooting and problem-solving skills.
  • Strong communication and customer service skills.
  • Ability to work under pressure and manage multiple tasks simultaneously.
Preferred Qualifications
  • ITIL Foundation certification.
  • CompTIA A+, Microsoft Certified Solutions Associate (MCSA), or other relevant certifications.
  • Experience with IT service management tools and ticketing systems.
Why Join Us?

At Exact IT Consulting, we offer a dynamic work environment with competitive salary and profit share. We value technical excellence and outstanding customer service, and we're committed to promoting local employment and community development.