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Service Desk Analyst

2 weeks ago

Kingsford, Australia Ahrens Pty Ltd Full time

**About the Company**

Ahrens’ renowned reputation in Engineering, Manufacturing & Construction is set to soar with our company ‘Gearing for Growth’ across our national and international business footprints.

Be part of the ‘Extraordinary & Rewarding’ journey of our 120-year-old, fifth-generation family-owned company as we strive to hit our next milestone revenue benchmark.

**About the Role**

**Key Responsibilities**
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customers.
- Walk the customer through the problem-solving process.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events and problems and their resolution in logs.
- Follow-up and update customer status and information.
- Pass on any feedback or suggestions by customers to the appropriate internal team.
- Identify and suggest possible improvements on procedures.
- Provide first level contact and convey resolutions to customer issues.
- Properly escalate unresolved queries to the next level of support.
- Track, route and redirect problems to correct resources.
- Update customer data and produce activity reports.
- Follow up with customers, provide feedback and see problems through to resolution.
- Utilise excellent customer service skills and exceed customers’ expectations.

**Skills and Experience**
- Proven experience as a help desk technician or other customer support role.
- Tech savvy with working knowledge of office automation products, databases and remote control.
- Good understanding of computer systems, mobile devices and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Excellent communication skills.
- Customer-focused.
- Ability to prioritise and monitor tasks.
- Advanced troubleshooting and multi-tasking skills.

**Why Work at Ahrens**

We are continually evolving and investing in our people and facilities to achieve satisfying outcomes.

We strive for a positive and supportive team culture which embraces diversity and innovation, and aligns with our core values including commitment, integrity and safety. In return we reward those who passionately work towards realising our vision.

**Benefits**
- Employee Assistance Program, supporting you and your family’s health & wellbeing
- Discounts to some of Australia’s leading corporate partners in private health insurance, gyms, travel, clothing, vehicles and more
- Generous paid parental leave entitlements to support you and your family
- Annual Employee Donation Scheme to support a charity/cause of your choice
- Family, social and team building events
- Opportunities for career progression
- Friday afternoon team bonding

**How to Apply