Remote Customer Support Specialist

1 week ago

Brisbane, Queensland, Australia beBeeCustomerSupport Full time $60,000 - $85,000

Service Desk Specialist

We are seeking a skilled Service Desk Specialist to join our team. As a Service Desk Specialist, you will be responsible for delivering exceptional customer support and troubleshooting services to clients.

This role involves performing remote diagnostic techniques to determine the best solution based on the issue and details provided by customers. You will work closely with our team to ensure that all issues and requests are captured, categorized, and prioritized.

Key Responsibilities:

  • Deliver outstanding first-level customer support for client contacts
  • Provide a strong triage service, with detailed and thorough independent first-level technical support and troubleshooting
  • Log all customer contacts as tickets into the IT Service Management tool to ensure that all issues and requests are captured, categorized, and prioritized
  • Maintain ownership of tickets, follow procedures for ticket handling and ensuring appropriate levels of customer communication are being provided
  • Perform remote troubleshooting, gather and analyze information and use diagnostic techniques to triage the issue or request, or to determine and implement the best solution based on the issue and details provided.
  • Maintain client communication and SLA targets
  • Adhere to our Service Delivery policies, processes, and procedures, while highlighting where gaps may exist
  • Create and update knowledge articles in our Knowledge Management System when the need is identified
  • When required, work with Service Desk Team Leads, Service Delivery Managers and Account Managers to ensure effective management of the client base

Requirements:

  • 12-18 months' experience in a Service Desk role or three years' in a customer support-focused position
  • A degree in Information Technology or Computer Science, or a Certificate IV qualification
  • Demonstrable industry-based technical aptitude (e.g. Microsoft, Citrix, Cisco, HP)

Technical Skills:

  • Windows 10/11 User Interface
  • Office365 Administration and How Do I?
  • Azure Administration
  • Hardware Support - CPUs, RAM, and Motherboards
  • Monitors & Peripherals - Installation, Connectivity & Configuration
  • Computer Peripherals - Interfaces, Cables & Connectors
  • Printer Installation, Configuration & Troubleshooting
  • Networking & Connectivity
  • Network Protocols & Devices
  • Mobile Devices
  • Storage Devices & Media

Benefits:

We offer an excellent work environment and benefits including:

  • An environment that embraces learning and development of all employees
  • A focus on health and well-being - social club, sporting teams, health checks, poker, and trivia nights and more
  • Discounted IT hardware and software products
  • A strong culture underpinned by values that are truly lived every day
  • Flexibility to work in the way that brings out the best in you
  • Plenty more...

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