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Service Desk Analyst
2 weeks ago
Imagine joining an organisation that has a flexible working culture and an award winning brand That’s exactly what you will get when you join Centorrino Technologies. Our values, our people, our brand and our customers mean everything to us.
Here at CT, we put a lot of effort into delivering the best customer experience of any managed ICT provider in Australia.
We work pretty hard at CT, but that doesn’t come without a little play.
- Training and development - We offer heaps of courses, certifications, and coaching
- Wellbeing Subsidies - Discounts with your gym, yoga, pilates memberships
- Mac or PC? Your choice
- Cost Price Tech - CT discounts
- Events, Events, Events for everyone
- Everyone has a very personalised career and learning plan. Our commitment is to help you to become the best you can be.
- The list goes on.
**Here's what you will be doing**:
- Play a key role in the ICT Team to deliver outstanding Level 1 ICT Helpdesk Support to all members of the College
- Provide excellent Customer Service by maintaining regular communication with users and provide updates proactively
- Troubleshooting issues with Windows and Mac devices and operating systems
- Empower people by helping them to develop basic troubleshooting skills
- Contribute to the creation of user guides, including step by step PDF instructional guides to support teachers, students, and parents
- Account administration, including password resets and user creation and deletions
- Collaborate with your colleagues to determine any processes that requires improvement or can be handled more efficiently.
- Seek customer feedback on your performance and take an active approach in continuously improving your customer service delivery.
- Taking ownership of day-to-day technology issues and dealing with external parties, escalate incidents promptly to vendors and senior team members where required
- Contribute to the internal knowledge base
- Take initiative by proposing improvements, workarounds, solutions
- Identify areas of improvement to remove friction and increase efficiency
- Identify problems or requests which don't have an existing process and collaborate with your peers to develop and implement one.
**Here's what your background will look like**:
- Proven work experience in the IT industry or in a role with transferable skills focused on a positive customer service experience
- Demonstrable ability to communicate effectively and translate technical ‘jargon’
- Proven ability to juggle multiple support requests at a time, while maintaining sharp attention to detail
- Excellent listening skills and a commitment to documentation
- Dynamic and creative problem-solving skills with a positive, solution-focused mindset
- Strong verbal and written communication skills
- Ability to establish a connection and demonstrate understanding with end users
- Understanding technical issues and communicate effectively to a wide range of end-users, including staff, students, and parents
- Strong technical understanding, or the ability to learn technological products and services very quickly
- Ability to operate independently and contribute actively as part of a team
The role is a full-time position, working on site in Keilor, with some days spent at our CT HQ in Coburg.
All our team members are required to obtain and maintain a valid Victorian Working with Children Check, and Police Check.
We look forward to hearing from you
**Salary**: $55,000.00 - $60,000.00 per year
