Helpdesk Support Consultant

2 weeks ago

Sydney, Australia Elcom Full time

**Elcom Office**: 100 William St, Sydney 2000, Australia
**Department**:Operations

This is a great opportunity for a customer focused Helpdesk (L1&2) professional to work within a small but dedicated team of specialists for a global provider in digital content management solutions.

We are seeking to appoint a Junior Help Desk professional to join our Global IT team, based in our Sydney office. This is an excellent opportunity for someone with some (1-2 years) commercial experience in a helpdesk role wishing to build a successful career in IT Software.

Our Support Desk is operational from 07h30 - 18h00 Monday to Friday, so your schedule will rotate between working from 07h30 - 16h00 or 09h00 - 18h00.

**Experience and skills**:

- To be successful in this role you will require the following “essential” experience.
- Faultless English written and verbal communication skills
- 1-2 years helpdesk support experience or a similar role.
- Be organised and have great attention to detail.
- Excellent problem-solving skills.
- Exceptional at prioritising and multitasking.
- Sound working knowledge of Microsoft products.
- Ability to work well under pressure.
- Excellent customer service skills.
- A positive can-do attitude with the willingness to further develop your skills.
- Proactive, passionate about the web and a team player.
- A tertiary qualification in information technology or computing.
- Experience supporting a Software Platform such as a CRM tool, CMS etc.
- Experience with HTML and CSS.
- Experience in working with a CRM tool. Elcom uses Connectwise as our helpdesk CRM tool.

**Helpdesk & Support Desk Tasks**:
The wide range of tasks the Helpdesk will be involved with include:
**Helpdesk - Support**
- First point of contact for all helpdesk inquiries and resolving user issues in a timely courteous manner over the telephone or via ticketing system.
- Troubleshooting CMS related support issues
- Escalating support to 2nd Level Developer, Front-End Web Developer and System Teams.

**Helpdesk - Monitoring**
- Entering helpdesk inquiries into the ticketing system, distributing tickets to other teams and monitoring the status of tickets.

**Administration**
- Assisting with the on-going maintenance of the ticketing system and other general administration duties.

**Helpdesk - Development**
- Assisting with the on-going performance, process and efficiency of the ticketing system to better service user needs.

**What's on offer**:

- High achiever environment in company HQ in Sydney
- Realistic and achievable targets and commission structure
- Supported career progression, professional development
- Flexible and family friendly, diverse workplace
- Great work/life balance
- Interesting work solving real client challenges every day

**Position details**:
**Position**:Lv1& Lv2 Helpdesk Support Consultant
**Location**:Sydney, 100 William Street, Sydney
**Company Hybrid Policy**:Minimum 3 days in the office
**Start Date**:ASAP
**Term**:Full Time Permanent Employee

**How to apply**:
Australian citizens and permanent residents are preferred.

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