Service Desk Agent

**Hi, we’re PEXA**
We know you’ll Google us before applying, so let’s keep this brief. PEXA revolutionised the way that property is settled in Australia, turning a paper-based process into a digital one. Our solution is a world-first, with over 500 people across Australia and an expanding international team, we’re helping 20,000+ families into their homes each week.

We’re passionate about solving problems for our customers - always striving to set the standard for how property is bought and sold. Being awarded as one of the best places to work in Australia is a recognition of our culture and commitment to innovation, customers and our community.

We’re growing fast, that is where you come in.

**Why become a PEXArian?**
Great question Being a PEXArian is so much more than just a job. We’re a passionate, motivated and unashamedly enthusiastic bunch at PEXA - we love what we do and we’re proud to admit it Creating brilliant experiences for our members and their clients wouldn’t be possible without ensuring we deliver an exceptional employee experience.

**Here’s a snapshot of what your life at PEXA could look like**:
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Your growth: *
We encourage you to hit your personal and professional learning and development goals with our tailored programs and tools.

**Your wellness**:
We care about your holistic wellbeing - take advantage of our ergonomic environment, a fully stocked kitchen, four wellness days, a $250 wellness subsidy as well as lunch and learn sessions to support your financial wellbeing.

**Your work/life blend**:
We know that work is just one aspect of your life - we want to help you create your ideal work/life blend, rather than squeezing in life around work.

**Your family**:
With a range of benefits aimed at supporting your family including access to a subsidised school holiday program, when we say, ‘welcome to the family’, we really mean it

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A day in the life: *

Our people are our customers.
The Service Desk Agent will be 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
- 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; 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

**Sounds like you?