IT Support Specialist
3 weeks ago
Green Light Worldwide is a leading IT services business with a strong presence in Australia, New Zealand, SE Asia, North America, and Europe. Our company offers a wide range of IT services, including security, infrastructure, and systems integration.
About the RoleWe are seeking an experienced Service Desk Analyst to join our Canberra delivery team. The successful candidate will provide end-user contact as per the Incident Management Procedure and Service Request Management Procedure, ensuring that customer expectations and requirements are managed throughout the incident/service request resolution process.
Key Responsibilities- Provide high-level customer service through all communications, including initial contact.
- Detect and record incidents/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/service requests.
- Make every attempt to resolve resolvable incidents/service requests within a 10-minute window using personal technical knowledge, knowledge base articles, procedures, and scripted questions.
- Escalate reported and registered incidents/service requests to 2nd level resolver groups where appropriate.
- Evaluate and manage incidents referred to 3rd party service providers.
- Ensure achievement of customer contractual service level targets for all incidents/service requests.
- Closure of incidents/service requests upon resolution via the defined process.
- Excellent communication skills, attention to detail, and motivation to start a career.
- Experience supporting Windows 7/8/10.
- A good understanding of Microsoft Outlook and Office.
- Knowledge of Active Directory, Exchange, and SCCM.
- The ability to work autonomously to complete tasks.
Around $60,000 - $80,000 per annum, depending on experience.
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