Help Desk Professional
1 week ago
RSM Australia is a member of RSM, the world's 6th largest network of audit, tax and consulting firms. As an award-winning professional services firm with over 100 years of experience supporting Australian businesses, we believe in putting people first.
We are seeking a highly skilled Help Desk Professional - Technical Support Specialist to join our team. In this role, you will be responsible for providing first-level support through taking calls and handling resulting incidents or service requests, using incident management and request fulfillment processes, in line with Service Desk objectives.
The estimated annual salary for this position is $65,000 - $80,000 AUD.
About the RoleYou will be responsible for:
- Serving as the first point of contact for customers seeking technical assistance over the phone or email;
- Performing remote troubleshooting through diagnostic techniques and pertinent questions;
- Determining the best solution based on the issue and details provided by customers;
- Walking the customer through the problem-solving process;
- Directing unresolved issues to the next level of support personnel;
- Providing accurate information on IT products or services;
- Recording events and problems and their resolution in logs;
- Following-up and updating customer status and information;
- Passing on any feedback or suggestions by customers to the appropriate internal team
- Identifying and suggesting possible improvements on procedures.
To be successful in this role, you will need:
- A Bachelor's degree in Computer Science or a related field, or completion of an apprenticeship in a relevant area;
- A good understanding of computer systems, mobile devices, and other tech products;
- The ability to effectively diagnose and resolve basic technical issues;
- An enjoyment of solving problems;
- The ability to contribute to a team dynamic and bring your unique skills and ideas to the table;
- A can-do attitude and a passion for continuous learning and professional growth.
RSM offers a range of benefits to support your career growth and well-being, including:
- A professional start-up bonus of $500;
- CA Program financial support and membership, paid study leave, and course completion bonuses;
- Access to senior leaders and technical experts who guide, mentor and shape your career;
- Access to structured programs and technical conferences to aid professional development;
- An Employee Assistance Program to support positive mental health and wellbeing;
- Regular office social events to build your professional networks;
- Total Permanent Disability and Income Protection insurance for all permanent employees;
- Experience working on a diverse range of clients; and
- Being part of a Top 100 Graduate Employer award-winning program.
If you are ready to take your career to the next level, please click apply and complete our online application, attaching your resume, cover letter and transcript.
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