Help Desk Technician

4 days ago

Australia beBeeCustomerService Full time $60,000 - $95,000

About us

Role Overview:
  • We are seeking a skilled and enthusiastic Service Desk Analyst to join our team.
Key Responsibilities:
  1. Provide first and second-level technical support via phone, online or on-site.
  2. Ensure prompt logging and maintenance of all calls with relevant customer information and action history.
  3. Listen actively to and understand customer issues, needs and requirements to deliver suitable solutions efficiently.
  4. Verify issue resolution with customers where appropriate.
  5. Keep customers updated regularly on ticket status.
  6. Assist with PC, network, data and access management moves when required.
  7. Coordinate software and hardware installations and upgrades.
  8. Maintain accurate asset inventory following changes applied.
  9. Manage user access through technology such as Windows Server or collaboration systems.
  10. Contribute to knowledge base creation by writing training manuals and technical notes.
  11. Elevate priority of tickets according to ITS Service Management policies and escalate timely.
Requirements:
  • Degree in computer science, business or other IT-related disciplines.
  • A confident personality and strong communication skills to provide exceptional customer service in a fast-paced environment.
  • Practical understanding of ITIL framework, foundation certification an advantage.
  • Strong knowledge of computer hardware, focusing on workstations and laptops.
  • Customer-facing, interpersonal and communications skills.
  • Clear written and verbal communication skills.
  • Strong problem-solving/troubleshooting skills.
  • Excellent organisational and time management skills.
Benefits:
  • We offer a collaborative culture of dedicated team members and opportunities for personal growth and development.

We strive to make a positive impact on people's lives and encourage like-minded individuals to apply.

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