Service Desk Operations Specialist

18 hours ago

Sydney, New South Wales, Australia beBeeCustomer Full time $60,000 - $80,000
Job Title: Service Desk Operations Specialist

The role of the Service Desk Operations Specialist is to deliver high-quality service and support to customers, ensuring their IT needs are met in a timely and professional manner. This involves receiving, investigating, and resolving incidents and requests from staff and third parties.

  • This includes logging, categorizing, and prioritizing requests and incidents in accordance with established processes and procedures.
  • Investigating and troubleshooting basic level faults using technical knowledge and expertise.
  • Evaluating and escalating faults to other technical teams as necessary, ensuring that issues are resolved efficiently and effectively.

Key Responsibilities:

The successful candidate will contribute to the development and maintenance of internal knowledge bases by creating and updating relevant documentation. Developing effective relationships with staff and third parties is crucial for delivering excellent service. The ability to communicate complex technical information in a clear and concise manner is essential for this role.

Required Skills and Qualifications:

  • Previous experience in an IT Technical Support role, preferably in a similar capacity.
  • Diploma or equivalent in an IT-related field, such as computer science or engineering.
  • Experience with operating systems (Windows 10/11, MacOS), mobile devices (iOS), server platforms (Windows Server), and cloud-based services (Office 365, Exchange).
  • Familiarity with TCP/IP networking concepts and protocols.
  • ITIL Foundation awareness and understanding of IT service management principles.
  • Ability to resolve IT issues over the phone and provide excellent customer service.
  • Experience with ticket logging systems and workflows.

Benefits:

As a member of our team, you will have the opportunity to develop your skills and knowledge in a dynamic and supportive environment. You will be working with a talented group of professionals who are passionate about delivering exceptional service.

Others:

This is a full-time position that requires flexibility and adaptability. You will be required to work rotating shifts, including evenings and weekends, to ensure 24/7 service delivery. In return, you can expect a competitive salary and benefits package, as well as opportunities for career growth and development.

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