Experienced Help Desk

**Help Desk & SaaS Administration Assistant**

**Position Overview**:
We are seeking an experienced and dedicated Help Desk & SaaS Administration Assistant to join our dynamic team in Eltham.

If you have a proven track record of delivering exceptional client support in a SaaS environment and are eager to contribute to our mission of outstanding service, we want to hear from you.

You will work closely with our existing help desk team, so the ability to collaborate and share information effectively is essential.

**Key Responsibilities**:
In this role, you will:

- Help clients navigate and utilize our SaaS platform, ensuring they receive top-tier support and personalized service.
- Manage and resolve a variety of queries, ensuring each issue is addressed to a satisfactory outcome.
- Assist with the configuration and support of job management systems and other software programs, including ServiceM8 and Zoho CRM.
- Build, edit, and test complex Word documents for implementation into client systems.
- Handle all Service Desk calls and provide technical support.
- Create, manage, and be responsible for all Support Tickets, ensuring they are resolved within SLA timeframes.
- Maintain efficient communication with clients and staff on projects and support requests.
- Create, update, and maintain user documentation.

**Skills and Experience Required**:
To be successful in this role, you should have:

- **A minimum of 2 years of experience** as a Service Desk Analyst in a SaaS environment.
- **Advanced skills in Word **and Excel, including complex IF statements.
- Experience in writing business systems, procedures, and checklists (a bonus).
- High attention to detail and the ability to follow processes meticulously.
- **Strong verbal** and written **communication** skills.
- Strong customer-facing skills and the ability to perform well under pressure.
- A strong drive to problem-solve and ensure client satisfaction.
- The capability to hit the ground running and take the lead in supporting our customers.

**Bonus Skills**:

- Knowledge of ServiceM8 and Zoho CRM
- Experience with WordPress.
- Knowledge of Google Ads and Analytics.
- Proficiency in MS Office.

**Personal Attributes**:

- Motivated to learn and grow within a supportive team culture.
- Ability to work and collaborate with a team
- Comfortable around big dogs, as our office includes a four-legged team member.

**Training and Development**:
To provide exceptional support to our clients, you will be required to learn ServiceM8 thoroughly. This will involve comprehensive onboarding training sessions and watching training tutorials on your own time to quickly become proficient in the platform. Our goal is to ensure you have the skills and knowledge necessary to excel in your role and deliver outstanding service to our clients.

**Benefits**:
Joining our team means being part of a supportive culture that values collaboration and support, complete with occasional donut days. We offer:

- A comprehensive training and onboarding process to set you up for success.
- A casual work environment with provided uniforms and ‘Free Dress Fridays.’
- Flexible working hours, ranging from 15-30 hours a week.
- Long-term career progression opportunities.
- The company of our full-time, albeit lazy, Rottweiler team member.

**Additional Information**:
There will be a training period at the commencement of this job, during which hours will be paid at a reduced rate.

**YOU MUST LIKE BIG DOGS** as we have a four-legged team member who is also the laziest member of the team, but nevertheless, he is a full-timer.

**Job Types**: Part-time, Casual

Pay: $22.00 - $28.00 per hour

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Eltham, VIC: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Do you like dogs?
- Do you smoke?
- Will you be pro-active in learning new software?
- What makes you a great team member?
- Are you willing to travel to Research (near Eltham) for work?
- Have you ever used ServiceM8 before?
- How many days & hours can you work?
- Can you write/understand code? If so, what language?

**Experience**:

- Office administration: 2 years (preferred)
- IT Support: 3 years (preferred)

**Language**:

- Fluent English (required)

Work Authorisation:

- Australia (required)

Work Location: In person