Customer Service Analyst

7 hours ago

Melbourne, Victoria, Australia Wheelchair Transport Service, Inc. Full time
Job Title: Customer Service Analyst

We are seeking a highly skilled Customer Service Analyst to join our team. As a key member of our IT department, you will be responsible for providing exceptional technical support to our internal and external customers.

Key Responsibilities:
  • Provide first-line technical support via phone, email, and in-person
  • Investigate and diagnose technical issues, resolving incidents wherever possible
  • Troubleshoot and resolve hardware, software, and network-related issues
  • Deliver excellent customer service, ensuring users are kept informed about the status of their issues and requests
  • Follow up with users to ensure that problems have been resolved satisfactorily
  • Provide training and support to users on the use of standard hardware and software
  • Fulfill service requests, such as setting up new user accounts, configuring hardware, and installing software
  • Monitor IT systems and services for performance and availability issues
  • Perform routine system checks and maintenance tasks to ensure smooth operation of IT services
Requirements:
  • Minimum of 2 years of experience in a technical support or service desk role
  • Proven experience in supporting IT infrastructure, including hardware, software, and networks
  • Strong understanding of ITIL principles and practices
  • Excellent troubleshooting and problem-solving skills
  • Strong communication and customer service skills
  • Ability to work under pressure and manage multiple tasks simultaneously
Technical Skills:
  • Basic skills in managing servers, including user management, permissions, and system monitoring
  • Basic understanding of networking concepts, such as IP addressing, subnets, DNS, DHCP, and VPNs
  • Ability to diagnose and resolve complex technical issues, often involving multiple systems or applications
  • Familiarity with hardware components, peripheral devices, and their troubleshooting
  • Knowledge of security principles, such as anti-virus, anti-malware tools, and best practices for securing systems and data
Why Join Us?

We offer a dynamic work environment with rostered variable hours, including Saturdays. Opportunities for professional growth and development are available. Join our team and contribute to the efficiency and effectiveness of our IT services.

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