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Help Desk Technician

3 weeks ago

Melbourne, Victoria, Australia beBee Careers Full time

Service Desk Analyst Job Description

We are seeking an experienced IT Service Desk Analyst to join our team. The successful candidate will be responsible for providing exceptional customer service and technical support to our users.

The key responsibilities include:

  • Log and Track Incidents:
  • Using the call management system, log, monitor, and track all incidents and service requests received.
  • Maintain Outstanding Calls:
  • Proactive maintenance of outstanding calls for all queues in IT Service Desk.
  • Escalate Incidents:
  • Incidents and service requests are escalated to internal support teams or external service providers via the Call Management System.

Requirements:

  • 1 year of experience in a similar role.
  • Previous experience working in a service/help desk role and using a call management system.
  • Experience in supporting Windows & Apple desktop environments.
  • Experience in troubleshooting network environments.
  • ITIL Certification or relevant experience.
  • A relevant tertiary or industry-certified qualification.
  • A strong customer service and work ethic.
  • Excellent analytical and problem-solving skills to enable effective identification and resolution of IT-related issues.
  • Strong understanding of ITIL Service Management.
  • Effective verbal and written communication skills.
  • Sound knowledge of Microsoft Office products.