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IT Support Specialist

1 month ago

Canberra, ACT, Australia Green Light Full time
Job Description

We are seeking an IT Support Specialist to join our team in Canberra.

About the Company:

Green Light is a leading IT services business in Australia, offering a wide range of services in Security, infrastructure and Systems Integration.

About the Engagement:

We require an additional IT Support Specialist to assist in providing direct IT support remotely and over the phone to end users locally and nationwide.

Key Responsibilities:

  • Provide high-level customer service through all communications.
  • Detect and record incidents and service requests via adherence to the Service Desk Script and Call Logging procedure.
  • Provide 1st/2nd level support for the investigation and resolution of reported and registered incidents and service requests.
  • Resolve resolvable incidents and service requests within a ten-minute window using personal technical knowledge, knowledge base articles, procedures and scripted questions.
  • Evaluate the need for escalation of incidents/service requests to 2nd level resolver groups or 3rd party service providers.
  • Continuously maintain contact with end-users throughout the incident/service request management process.
  • Achieve customer contractual service level targets for all incidents and service requests.

Requirements:

  • Bachelor's degree in computer science, information systems, or similar.
  • At least two years' experience in an IT performance analysis and end-user support role.
  • In-depth and current knowledge of computer programs and hardware.
  • Experience with troubleshooting Windows 10 installations on Desktop and Laptop devices.
  • Proficiency in customer relationship management (CRM) and task management software.
  • Exceptional analytical and problem-solving skills.
  • Advanced collaboration, communication, and interpersonal skills.
  • Excellent organizational and time management skills.

Estimated Salary: $65,000-$85,000 per annum depending on experience.