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Customer-Facing Service Delivery Specialist
2 weeks ago
Job Overview
We are seeking a motivated Service Support Specialist to join our team on a 6-month contract, part-time basis (4 days a week) in our Adelaide office.
This role is responsible for providing operational delivery and support in the maintenance, development, and deployment of computer and telecommunication systems.
You will be working as part of the local Adelaide Digital team, supporting fee-earning professionals and all other staff nationally across our offices.
Key Responsibilities
- First Level Support : Handle first level calls, document and resolve incidents and requests, investigate and resolve hardware/software issues, provide technical support for client events and meetings, and participate in After Hours roster.
- Monitoring and Follow-up : Track and document progress of incidents and requests, ensure timely communication with stakeholders, and escalate when necessary.
- Whole of Firm Support : Recognize and detail recurring issues, and assist in determining root causes and addressing them appropriately.
- Service Ethic : Flexibly support the team, participate in rostering and on-call duties, and understand business consequences to ensure appropriate priority and continuous handling.
- Training and Development : Identify recurring issues for systematic approaches, contribute to the knowledge base, and present learnings to colleagues.
- Escalation and Coordination : Escalate issues within the Digital team as required and provide coordination and assistance in resolving complex problems.
Required Skills and Qualifications
- A track record of working collaboratively in a team environment providing a range of assistance.
- Deeper than average familiarity with, and understanding of, Microsoft Windows, M365, Copilot.
- A deep commitment to quality and service.
- Demonstrated capacity to manage work priorities, problem solve, manage deadlines and targets, and maintain strict confidentiality.
- High level oral and written communication skills.
- Curiosity for the ways systems work, the ways they go wrong, and the ways to correct them.
