IT Help Desk Technician

2 weeks ago

Sydney, Australia CCI Australia, A Rimkus Company Full time

CCi is part of the Rimkus Group, with over 1,300 quantum, delay, and technical/forensic engineering staff in offices throughout the world. We are very well established across North America, UK, Middle East and APAC and are investing heavily in further expansion.

Overview

**Job Description**:

- Deliver outstanding customer service by accurately and efficiently assigning all ticket requests including new requests, rescheduling, work stoppage, licensing, sign-in, and recovery.
- Answer incoming phone calls and document what the user is reporting/requesting.
- Coordinate a date/time with the user and Service Desk Tech for a callback.
- Assign incident & service request ticket(s) to a Service Desk Tech with detailed information on the issue/request, plus notes on the agreed-upon callback date/time.
- Create Outlook Calendar invites for the users and Service Desk Techs.
- Answers direct E-mails from users that come into the Service Desk and create tickets with proper documentation.
- Help direct users to self-service options - Walkthrough steps if necessary.
- Manage the Unassigned queue in FootPrints - Schedule times with users and Techs (oldest to newest).
- Follow up with technicians on assigned, incomplete tickets and determine if they need to be escalated.
- Obtain process documentation and create Knowledge Base articles, following the Rimkus standard How-to template.
- Additional responsibilities will be assigned by management.

Qualifications:

- Must have experience with Office 365.
- Must have experience with SharePoint.
- Must possess exceptional organizational skills.
- Must possess a high level of interpersonal skills to handle sensitive and confidential situations. Position continually requires demonstrated poise, tact, and diplomacy.
- Must possess an ability to interact and communicate with individuals at all levels of the organization.
- Work requires continual attention to detail in composing, typing and proofing materials, establishing priorities and meeting deadlines.
- Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands.
- 2+ years of customer service experience, High school diploma - Helpdesk or Call Center experience is a plus.

At CCi, a Rimkus Company we empower our people. Our team say they have a strong sense of accountability, which spurs them on to succeed further. They receive timely feedback and support to help develop their knowledge and grow their understanding. It sounds simple, but doing the basic things well is often the hardest thing to achieve. Working together and getting the best minds around the table is what it is all about.

**ITHEL002745

  • IT Help Desk Technician

    2 weeks ago

    Sydney, Australia Milestone Technologies Full time

    Company Overview: Milestone Technologies, Inc. is a leading IT Managed Services and IT Professional Services solutions provider headquartered in the Bay Area and serving clients globally. Our unique approach to IT Managed Services includes Contact Center Services, Internal IT Support, Data Center Operations, Workforce Solutions, and IT Professional...

  • IT Help Desk Technician

    8 hours ago

    Sydney Eastern Suburbs, Australia HAYS Full time

    IT Service Desk Technician - Great location - Contract **Your new company** We are hiring for a Prestigious Sydney school for an experienced service desk analyst. **Your new role** As an IT support Analyst, you will be providing first and second level support to students and educators across a range of digital services including but not limited to,...

  • IT Service Desk Technician

    1 week ago

    Sydney Central Business District, Australia HAYS Full time

    IT Service Desk Technician - 6 month contract with potential for extension **Your new company** *** This organisation is a non profit organisation that has a large impact on people’s lives. They are currently looking for a Service Desk Technician to join their IT Service Desk team in an initial 6 month contract. This organisation is based in Sydney CBD...

  • Help Desk Analyst

    2 weeks ago

    Sydney, Australia Corrs Chambers Westgarth Full time

    HELP DESK ANALYST - 492756- Sydney- Technology- Full time**Join Corrs Chambers Westgarth, Australia's leading independent law firm.** The Help Desk Analyst is a key contributor to the Corrs Technology team. The Help Desk Analyst is responsible for providing friendly and efficient support, proactively processing technology incidents and requests through our...

  • Help Desk Analyst

    1 week ago

    Sydney, Australia Corrs Chambers Westgarth Full time

    HELP DESK ANALYST - 492861 - Sydney - Technology - Full time **Join Corrs Chambers Westgarth, Australia's leading independent law firm.** The Help Desk Analyst is a key contributor to the Corrs Technology team. The Help Desk Analyst is responsible for providing friendly and efficient support to all users across the Firm, proactively processing technology...

  • Help Desk Analyst

    6 days ago

    Sydney, Australia Corrs Chambers Westgarth Full time

    492499 Sydney Technology Full time VIEW FAVOURITES Join Corrs Chambers Westgarth, Australia's leading independent law firm. The Help Desk Analyst is a key contributor to the Corrs Technology team. The Help Desk Analyst is responsible for providing friendly and efficient support, proactively processing technology incidents and requests through our ITSM...

  • Ict Service Desk Technician

    2 weeks ago

    North Sydney, Australia Wenona School Full time

    **(Permanent, Full-Time)**: Wenona values professional services staff who demonstrate a positive and proactive approach to their work and have a willingness to participate fully in the life of the School. We look for enthusiastic, dedicated and capable staff who demonstrate initiative, good humour, and professional behaviour and support the values and aims...

  • Ict Service Desk Technician

    2 weeks ago

    North Sydney, Australia Wenona Full time

    **(Permanent, Full-Time)**: Wenona values professional services staff who demonstrate a positive and proactive approach to their work and have a willingness to participate fully in the life of the School. We look for enthusiastic, dedicated and capable staff who demonstrate initiative, good humour, and professional behaviour and support the values and aims...

  • Help Desk Specialist

    3 days ago

    Sydney, New South Wales, Australia beBeeSupport Full time $100,000 - $125,000

    Job DescriptionWe are seeking a skilled and knowledgeable Help Desk Specialist to join our team. As a Help Desk Specialist, you will be the primary point of contact for customers seeking technical support and assistance.Key ResponsibilitiesProvide timely and effective technical support to customers via phone, email, and chat.Analyze and resolve customer...

  • IT Help Desk Technician

    2 weeks ago

    North Sydney, Australia Retinue Full time

    Retinue Accounting was founded on the belief that small business accounting support should be customer service focused, proactive and forward-looking, and upfront about fees and charges. Our fixed fee subscription model ensures our clients have peace of mind that we’ll give them the right advice, at the right time, at the right price with no hidden...