IT Service Desk Specialist with Expert Technical Support

6 days ago

Sydney, New South Wales, Australia ignite Full time

Ignite is seeking a highly skilled IT Service Desk Specialist to join their team. As a key member of our technical support team, you will provide expert-level technical support and guidance to level 1 support and end-users for complex issues that require deeper technical knowledge and troubleshooting skills.

About the Role

A Service Desk Officer/Analyst plays a crucial link between end-users and technical support teams. Your primary responsibility will be to serve as a point of escalation for challenging incidents or requests that cannot be resolved by level 1 support. You will collaborate with higher-level support teams to find solutions and ensure seamless resolution of issues.

Key Responsibilities

  • Provide technical expertise in resolving complex IT-related issues and providing guidance to junior technicians and end-users.

  • Serve as a liaison between technical support teams and end-users to ensure timely resolution of issues and maintain high levels of customer satisfaction.

  • Develop and implement process improvements to enhance efficiency, reduce incident resolution times, and improve overall service quality.

  • Assist in managing changes to systems, applications, and processes to ensure smooth transitions and minimal disruptions for end-users.

  • Collaborate with senior technicians and other stakeholders to identify areas for improvement and develop strategies to enhance service delivery.

Requirements

To succeed in this role, you must possess excellent analytical, problem-solving, and communication skills. A deep understanding of various IT systems, software applications, and networking concepts is essential for addressing complex technical issues and providing expert-level support. Strong written and verbal communication skills are also required to effectively convey technical information to both technical and non-technical audiences.

What We Offer

We offer a competitive salary range of $80,000 - $110,000 per annum, depending on experience, plus additional benefits and opportunities for career growth. If you are a motivated and detail-oriented individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity.

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