Service Desk Agent

1 week ago

Sydney, New South Wales, Australia Turing Consulting Full time $60,000 - $80,000 per year

Role:
Service Desk Agent

Location:
Melbourne (Richmond)
Contract Duration:
6 months (potential extension, to be reviewed after 3 months)

Start Date:
ASAP

Role Overview:

Seeking a Service Desk Agent to join a retail environment engagement, providing Level 1 technical support as the first point of contact for hardware, software, and network-related issues. The role involves incident logging, basic troubleshooting, and effective communication with customers and internal teams.

Key Responsibilities:

  • Respond to incidents and service requests logged by customers, operations, or automated ticketing systems.
  • Adhere to agreed Service Level Agreements (SLAs) for response and resolution times.
  • Update cases daily (or per SLA) and escalate unresolved issues appropriately.
  • Comply with change management policies and documented resolution procedures.
  • Create and maintain operational documentation for assigned accounts.
  • Proactively identify and suggest areas for process or service improvement.
  • Ensure smooth handover of cases when on leave or training.
  • Undertake scheduled internal training and maintain skill development.
  • Liaise professionally with customers, ensuring a clear understanding of business impacts and keeping them informed throughout resolution.
  • Collaborate with internal teams (Level 2, Level 3, and expert support) and assist team leads or managers as required.

Technical Requirements:

  • Experience using ServiceNow for ticketing.
  • Basic familiarity with Visual Basic.
  • Understanding of service desk operations within a retail IT environment.

Work Conditions:

  • Monday–Friday on a variable roster (details to be discussed at interview or upon offer).
  • Strong communication skills and a customer-focused approach are essential.

Contact:

Yusuf

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