Help Desk Specialist

1 week ago

Melbourne, Victoria, Australia beBeeTechnical Full time $80,000 - $100,000
Role Description

The primary role involves serving as the initial point of contact for users who require support and troubleshooting assistance.

Key Responsibilities
  • Provide primary user support and customer service through effective communication.
  • Leverage foundational knowledge to learn fundamental operations of commonly-used software, hardware, and other equipment.
  • Follow standard operating procedures by accurately logging all service desk tickets using defined tracking software.
  • Maintain scorecard performance in accordance with Service Level Agreements (SLAs) and timelines.
  • Manage queries or escalate issues that cannot be resolved within established helpdesk policies and framework.
Regular MIS & Resolution Log Management

Record events, problems, and their resolutions in logs, follow-up on customer status and information, pass on feedback, suggestions, escalations, and identify process improvements.

Stakeholder Interaction

Interact with:

  • Internal: Team Lead - Regular reporting and updates, Core Service Delivery Team - For adherence to SD standards.
  • External: Clients - Handle issues and queries.
Required Skills & Qualifications

Lists the competencies required to perform this role effectively:

  • Functional Competencies/Skill: Process Excellence - Ability to produce consistent results, provide effective control and reduction of risk - Competent to Expert.
  • Domain Knowledge - Knowledge of process/domain managed - Competent to Expert.
Competency Levels

Foundational knowledge, consistent demonstration of competency without guidance, applying competency in all situations and serving as a guide to others, coaching others and building organizational capability in the competency area.

Behavioral Competencies

Effective Communication, Detail Oriented, Change Agility, Client-centricity, Execution Excellence, Passion for Results.

Performance Parameters

Service Desk Delivery - Adherence to TAT, SLA as per SoW, Minimal Escalation, Customer Experience, Attendance, Documentation etc.

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