Channel Helpline Consultant

6 days ago

Sydney, New South Wales, Australia Delivery Centric Pty Ltd Full time $80,000 - $120,000 per year

Delivery Centric is seeking a Channel Helpline Consultant to join our team in Sydney. In this role, you will serve as the first point of contact for users, manage end-to-end incidents, and deliver high-quality technical and procedural support. You will work closely with the Service Desk Manager to ensure SLAs are met while constantly identifying improvements in processes and tools. This is an exciting opportunity for someone with proven service desk or technical support experience who thrives in a fast-paced environment and is passionate about customer service and problem-solving.

Key Responsibilities

  • Serve as the first point of contact for users seeking technical assistance with a focus on end-to-end incident management.
  • Perform troubleshooting through diagnostic techniques and targeted questioning to determine the best resolution path.
  • Walk users through the problem-solving process and escalate unresolved issues to second-level resolver groups.
  • Collaborate with the Service Desk Manager to ensure contracted services, SLAs, and reporting standards are met.
  • Review and monitor service delivery to ensure alignment with client needs and organizational policies.
  • Analyze calls/emails to identify procedural or technical trends, recurring issues, and knowledge gaps.
  • Work on incident/phone queues and manage additional responsibilities as assigned.
  • Act as an escalation point for urgent or sensitive issues, engaging relevant stakeholders promptly.
  • Ensure timely resolution of incidents to the client's satisfaction.
  • Maintain and update process, training, and knowledge documentation.
  • Participate in regular quality assurance reviews with a focus on self-improvement.
  • Meet defined KPIs and resolve identified performance gaps.
  • Recommend process and tool improvements to enhance service delivery.

Qualifications

  • Proven experience as a service desk analyst, channel support consultant, or similar IT support role (preferably enterprise-level).
  • Ability to work effectively under pressure in a fast-paced, evolving environment.
  • Knowledge and experience in ITIL-aligned environments and best practices.
  • Hands-on experience with ITSM tools such as ServiceNow.
  • Strong technical literacy and ability to adapt to multiple software platforms and tools.
  • Good understanding of computer systems, mobile devices, networks, printers, and other hardware.
  • Ability to diagnose and resolve basic technical issues efficiently.
  • Excellent communication skills (verbal and written) with a professional, customer-focused approach.
  • Flexibility to work on a rotating roster, including weekends.

If you are passionate about customer service, thrive in solving technical challenges, and are eager to contribute to a high-performing support team, we'd love to hear from you. Join us at Delivery Centric and help us deliver reliable, responsive, and world-class service to our clients.

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