IT Service Desk Agent
2 weeks ago
**Position Overview**:
**Key Responsibilities**:
**Level 1 Support (Entry Level)**:
Document user interactions and issues and escalate to higher levels when necessary.
Maintain a high level of customer service in all interactions.
**Level 2 Support (Intermediate Level)**:
Prioritise and track service requests, ensuring timely resolution.
Collaborate with senior technical staff and external vendors for issue resolution.
Identify recurring issues and suggest improvements to reduce future support needs.
**Level 3 Support (Advanced Level)**:
Handle escalated and advanced technical issues, typically those that require specialised knowledge.
Collaborate with senior technical teams to resolve intricate problems and implement solutions.
Assist with process improvement initiatives to enhance system performance and user experience.
**General Responsibilities**:
Manage communication with users, providing status updates on ongoing issues and negotiating timelines for solutions.
Ensure all interactions, troubleshooting steps, and outcomes are thoroughly documented in the ticketing system.
Develop and maintain specialist knowledge of supported products and technologies.
Deliver training to other IT support staff and helpdesk agents as required.
Maintain awareness of potential product, service, and educational sales opportunities.
Ensure a safe work environment by adhering to health and safety protocols, reporting any hazards or incidents per client policy.
**Essential Skills and Knowledge**:
**Technical Skills**:
Proficient understanding of the technical environment and operating platforms used within the organisation.
**Experience**:
**Skills**:
Strong service orientation with a customer-focused approach.
Excellent communication skills, both written and verbal.
Advanced problem analysis and problem-solving abilities.
**Additional Information**:
- **Baseline security clearance is required for this role.**:
- **Ongoing development of skills and knowledge related to supported products will be essential.**:
- **On-site in Melbourne, VIC; this position does not offer remote work opportunities.**
**Job Types**: Full-time, Fixed term
Contract length: 7 months
Schedule:
- 8 hour shift
Work Authorisation:
- Australia (required)
Work Location: In person
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