Rtl Service Desk Support/admin

Fantastic opportunity for an experienced Service Desk Technician/Admin support
- Work for an innovative market leader in the automation, Wireless, RF and engineering space
- Not your typical IT helpdesk role
- 12-month fixed term parental leave replacement contract
- Located at Belrose in Sydney’s Northern Beaches
- Combination of Work from home and office

**What we offer**:
**Why Work for Dematic?**

At Dematic, we are a global leader in automation, innovation, and robotics, with over 200 years of industry experience. Our commitment to excellence drives us to empower our employees and our customers alike. With a rich history of pioneering intelligent automated solutions, we are shaping the future of commerce in manufacturing, warehousing, and distribution.

**The Opportunity**

We have a vacancy in our Customer Service Team for a **Service Desk Technician/Admin Support **. This is a **fixed term appointment for approximately 12 months **to replace an employee taking parental leave.

The role is located on **Sydney’s Northern Beaches in Belrose.**

Reporting to the Real Time Logistics Service Manager ANZ, you will be responsible for the end-to-end incident management of all our Customer Service Real Time Logistics related customer queries and administration tasks.

**Tasks and Qualifications**:
**Key Responsibilities**

What you will be doing:

- Respond to customer queries regarding repairs and field incidents
- Triage customer issues via phone and remote connect support for Wireless LAN, Mobile Device Management (MDM) Software, Radio Frequency and Vocollect equipment
- Provide accurate diagnosis of fault, identify severity of call logged, escalation where required, provide support till completion and schedule additional resource if required
- Schedule Field Service Engineers to attend to customer issues either on customer sites or via phone or remote support
- Work with other internal customers to resolve customer issues and attend to internal requests
- Provide regular reports on updates on status of incidents
- Compile quotations, processing timesheets, statement of works and change request plans

**What We Are Looking For**

This is not your typical IT Helpdesk role. You will be someone who has experience troubleshooting with wireless devices and excellent communication skills talking with our customers and stakeholders. You will also have:

- Experience troubleshooting and problem solving in a technical environment
- Computer savvy with ability to prepare and interpret technical reports
- Sense of urgency to respond to customer queries in a timely manner
- Strong administration experience in a fast-paced working environment
- Experience in providing a high level of customer service and support
- Ability to prioritise and manage tasks

This role is an excellent opportunity for you if you are tech savvy, and a customer-oriented superstar who has a passion for troubleshooting and resolving customer issues to a high level of satisfaction.

**How To Apply**

Please note that compliance checks including a pre-employment medical, reference checks and criminal background check are a part of our recruitment process.
- Dematic is committed to proving equal employment opportunity in all areas of employment including recruitment, selection, promotion, training etc. and in accordance with federal and state legislation, Dematic Pty Ltd (Dematic or the Company) promotes a workplace free from discrimination and harassment._