Information Technology Customer Service Representative

2 weeks ago

Melbourne, Victoria, Australia beBeeService Full time $60,000 - $90,000
IT Service Desk Administrator Role

The IT Service Desk Administrator is responsible for delivering exceptional customer service and technical support to our organization. They must possess excellent analytical, communication, and problem-solving skills to effectively troubleshoot and resolve complex IT issues.

Key Responsibilities:
  • Analyze and prioritize incoming helpdesk tickets to ensure timely resolution of technical issues.
  • Provide Level 1 & 2 Support by troubleshooting and resolving IT problems via phone, web, and in-person channels.
  • Monitor and manage the Helpdesk queue, working closely with team members to resolve incidents efficiently.
  • Report on the performance of the Helpdesk and support services using uptime and ticket-related metrics.
  • Track and report all open and closed incidents to the Service Delivery Manager.
  • Collaborate with peers to resolve complex technical issues and develop solutions.
  • Take ownership of day-to-day tasks and ensure all incidents are resolved within established service level agreements (SLAs).
  • Stay up-to-date with emerging technologies and end-user needs, providing recommendations for process improvements and training.
Requirements:
  • A strong commitment to customer service and quality support.
  • Excellent written and verbal communication skills to effectively interact with users and colleagues.
  • Ability to prioritize and quickly resolve technical issues in a fast-paced environment.
  • Experience using help desk ticketing software and incident management procedures.
  • Strong analytical and problem-solving skills to identify and resolve complex IT issues.
  • Willingness to collaborate and contribute to team efforts to achieve business objectives.
Benefits:

This role offers a dynamic and supportive work environment, opportunities for professional growth and development, and the chance to make a meaningful contribution to our organization's success.

What We're Looking For:

We are seeking a highly motivated and technically skilled IT Service Desk Administrator who is passionate about delivering exceptional customer service and technical support.

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