IT Service Desk Support

2 weeks ago

Frenchs Forest, Australia Direct Group Full time

Direct Group is one of Australia’s leading direct to consumer retailers, selling products throughout Australia and New Zealand via two brands, TVSN and Innovations.

TVSN is Australia’s #1 home shopping channel and is the leading video e-commerce retailer with a live and on-demand presence across TV and online platforms. Similarly, Innovations is a leading direct to consumer retailer through online and print platforms. Both brands offer a wide range of quality products - from fashion, accessories, jewellery, beauty, homewares, entertainment, pet products, electrical and gardening.

Our people are the heart and soul of our business, and due to growth we are looking for someone to join our IT Team in the role of **Service Desk Support **on a** part time **basis**, 5 hours per day, Monday-Friday. **This is a hands on, customer focused, technical role responsible for first level IT support for the Group and would suit someone looking for **school hours**.

**What you can expect to do**:

- Provide first level IT support and troubleshooting for internal support enquiries
- Logging calls into the system, managing ticket lifecycle, and escalating requests to the appropriate team members
- Manage the physical IT assets of the business
- Telephone support, administration, first level troubleshooting, escalating problems to external support vendors
- Manage external support vendors for hardware and software support
- Create and maintain knowledge base articles, source of truth, risk register, asset register, and IT procedures

**What you’ll bring to the role**:

- Excellent customer service and people skills
- Attention to detail with excellent documentation skills
- Problem solving skills
- Strong knowledge of Microsoft Windows 10 and Office
- Demonstrated knowledge of computer hardware and troubleshooting methodologies
- Previous experience in a customer service/customer facing position
- Outstanding communication skills - written and verbal communication (working with internal and external stakeholders)
- An all-round great team player
- 1 year experience in a similar role and or TAFE IT Certificate an advantage

**Why you'll love working with us**:

- Excellent product discounts across the Group
- Online staff sales
- On-site café
- Free on-site parking
- Free flu vaccines
- Social club
- Free membership to SONDER health and wellbeing for you and your family
- Discounted gym membership
- Learning and development - we want you to grow and get the most out of your role
- Recruitment referral incentives for permanent and casual placements

Join us and become part of a fun team who love what we do

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