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Service Desk Agent

2 weeks ago

Melbourne, Australia Property Exchange Australia Limited Full time

**Hi, we’re PEXA**
- Every time a house is bought, sold or refinanced in Australia your lawyer, conveyancer and lender will most likely use a digital platform to settle your property, this is where we come in. PEXA’s world-first digital settlement platform has revolutionised the way we exchange property in Australia helping over 20,000 people a week safely settle their homes. And this is just the beginning. Our data and insights are helping organisations unlock the intel they need to drive change and possibilities.

Since starting our journey in 2010, we now employ a team of over 1,000 people working across multiple continents. We’re still growing, innovating and looking ahead, but behind our greatest achievements, there is a team of curious creators and big thinkers. That’s why, we’re looking for ambitious people like yourself to join the team.
- Our people are our customers.
- The Service Desk Agent is a member of The Hub service desk team. The role will be responsible for providing service desk support to PEXArians across the range of services provided by Workplace Technology.

**Key Accountabilities**:

- Provide hardware and software support for end-user and office technology devices including:

- o Desktop and laptop PCs (Mac and Windows)
- o Mobile devices - Tablets and phones (iOS and Android)
- o Office technology facilities - AV devices, Printers, Scanners, Portable Wireless hotspots, etc.
- o Software installation and Activation (O365 plus more)
- Research, trouble-shoot, diagnose and identify solutions to resolve end-user problems.
- Ensure proper recording of tickets and timely closure of incidents and requests tickets.
- Image and configure new and existing laptops per SOE.
- Deploy patches and updates to end-user devices.
- Process onboarding requests for new joiners, including provision of end-user devices and required systems access.
- Process offboarding requests for leavers.
- Administer procurement of hardware and software (monitor stock levels of hardware, obtain quotes, obtain approvals, place orders, receive items).

**Skills and Experience**:

- Must have demonstrated customer service experience in a technical role.
- Must have strong skills in interacting with technology users to establish what the problem is and clearly explain solutions.
- Must have strong knowledge of Windows computing environment and knowledge of Mac computing environment would be desirable.
- Must have strong problem-solving, trouble-shooting and diagnostic skills and experience.
- Must have strong communication skills: listening and understanding; verbal and written communication.
- Experience in working with vendors for supply of hardware and software would be desirable.

**Key Attributes**:

- A passion for creating a great people experience through building strong relationships with and problem solving for key stakeholders
- A can-do positive attitude with a strong customer service orientation
- Able to thrive under pressure, with strong initiative and drive
- Proactive and flexible; able to multitask and switch focus quickly to ensure priorities are delivered on time

**A career at PEXA starts with you**
- If you think you have the required skills, an appetite to learn and would be a great fit, we’d love to hear from you - even if you don’t tick all the boxes. At PEXA we support your growth and help you discover your full potential.

**Why join us**
- Flexibility is in our DNA, with no set office days - work from any location in Australia
- Your holistic wellbeing is important to us. Enjoy meditation, yoga, boxing classes and a wellness day each month to recharge
- We know that work is just one aspect of your life. That’s why we offer up to 12 weeks ‘workcation’ for you to extend personal travel time and work remotely
- Take the opportunity to purchase up to four weeks additional annual leave per year
- Learn from the best and upskill with PEXA Academy certifications and grow your career

**Our commitment to our people and a better future**
- At PEXA we want you to embrace your best self each day, creating an environment where everyone can contribute and participate, so that every person can reach their full potential. We want our people to feel equally valued, supported and celebrated. With market-leading benefits that make a difference, we’re committed to supporting individuals, families and carers. Your culture, gender, sexual orientation, language and other attributes make you unique We couldn't be prouder to have a team that reflects the richness of our wider community.
- We’re a proud
**‘Circle Back Initiative’ **Employer and commit to responding to every applicant.

***

**Stay Connected**
- A career at PEXA is exciting, challenging and rewarding, and we’re always on the lookout for talented individuals to join the team. You can learn more about life at PEXA on our website and social channels too.