Service Desk Support Specialist

3 weeks ago


Canberra, ACT, Australia Green Light Full time
About the Role

Green Light Worldwide is seeking a highly motivated and detail-oriented Service Desk Analyst to join our Canberra delivery team. As a Service Desk Analyst, you will be the primary point of contact for end-users, providing timely and effective support to resolve incidents and service requests.

Key Responsibilities
  • Provide exceptional customer service through all communications, ensuring a high level of satisfaction and resolution of incidents and service requests.
  • Detect and record incidents and service requests using the Service Desk Script and Call Logging procedure.
  • Investigate and resolve incidents and service requests at the 1st and 2nd level, utilizing personal technical knowledge, knowledge base articles, and procedures.
  • Escalate incidents and service requests to 2nd level Resolver Groups and 3rd party service providers as necessary.
  • Manage end-user expectations and requirements throughout the incident and service request resolution process.
  • Ensure achievement of customer contractual service level targets for all incidents and service requests.
Requirements
  • Excellent communication and interpersonal skills, with a strong attention to detail and motivation to deliver high-quality results.
  • Experience supporting Windows 7/8/10 and Microsoft Office applications.
  • Knowledge of Active Directory, Exchange, and SCCM.
  • Ability to work autonomously and as part of a team to achieve goals and objectives.
What We Offer

As a Service Desk Analyst at Green Light Worldwide, you will have the opportunity to work with a dynamic and growing organization, providing exceptional customer service and support to our clients. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.



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