IT Service Desk Coordinator

4 days ago

Helensvale, Australia JELD-WEN Full time

With some of the most iconic brands in the Australasian and global building industry, we are proud to have provided products and services to projects around the globe for residential, multi-residential, and commercial markets. Whether windows, doors, architectural glass, showers, wardrobes or other building products, our brands are committed to creating a safe and sustainable environment for customers, our team, and local communities. Over many decades our brands, including Stegbar, Corinthian Doors, A&L Windows, Trend Windows, Aneeta Windows, Breezway, Regency, and William Russell Doors, along with our architectural glass facilities have been at the forefront of innovation, delivering the latest in technology and design to homeowners across Australia and around the globe.

**The Role**

Are you a proactive problem solver with excellent communication skills? Do you thrive in a fast-paced environment? Join our team as a Service Desk Coordinator and play a crucial role in delivering exceptional customer support and IT assistance.

This role will provide first contact support of incoming issues & requests to the service desk via telephone, face to face support & web portal to ensure courteous, timely, and effective resolution of end-user issues.

**Key Responsibilities**
- Serve as the first point of contact for all IT-related inquiries and issues
- Troubleshoot hardware and software problems, diagnosing issues and finding solutions
- Prioritize and escalate complex cases to appropriate IT teams while ensuring resolution
- Maintain accurate records of incidents and service requests in our tracking system (Service Now)
- Assist in creating and updating knowledge base articles for common problems
- Prioritize/categorise incidents and service requests according to the process (ITIL)
- Collaborate with cross-functional teams to improve IT services and user experience

**About You**
- Pro-active and willing to learn
- Knowledge of IT systems, hardware, software, and network troubleshooting
- Excellent communication skills with the ability to explain technical concepts clearly
- Customer-focused attitude and the ability to remain calm under pressure
- Detail-oriented approach to problem-solving
- Familiarity with ticketing systems and remote support tools
- Previous experience in a similar service desk or technical support role (beneficial)
- IT certifications (e.g., CompTIA A+, ITIL) (Desirable)

**What's On Offer**
- Opportunity to work in a dynamic and collaborative environment
- Gain exposure to diverse technical challenges and professional growth
- Competitive salary and benefits package
- A competitive remuneration package
- Generous discounts on our extensive range of JELD-WEN products
- On-site parking
- Ability to schedule leave every year at Christmas
- Additional birthday leave

**Your Next Steps**

**Agencies will only be engaged if required. Please do not contact us or send applicants to us unless requested by the Talent Acquisition Team.**

**#LI-DNI

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