Service Desk Analyst

Our Company

T4B is an IT support company based in Southeast Melbourne that specialises in managed IT services and hosted phone solutions. Our clients range in size from 5 to 200 staff and we support a diverse range of on-premise and cloud technologies. We are currently experiencing an exciting period of growth, and as part of our expansion strategy, we are seeking an enthusiastic, well-spoken, presentable, and eager to learn service desk analyst to join our team.

Our Culture

At T4B, we are a family friendly and sociable group of people, and our clients appreciate our technical prowess and personalities. We promote autonomy and empower our team to make decisions. As important as technical experience is, personal attributes are what set us apart from our competitors, as we are a company with personality

What we offer

• Competitive Salary
• Regular team events
• Flexibility
• Opportunities for growth
• Professional Development

Job Objective:

As a service desk analyst, your primary responsibility will be to triage technical requests that our clients make via our ticketing system (ConnectWise Manage). You will also answer phone calls for new ticket requests. You will be given the opportunity to build great client relationships and empowered to make decisions which will help grow your skill set. You will provide exceptional customer service and ensure absolute client satisfaction. Through effective communication and proactive thinking, you will identify opportunities for our clients' environments to be enhanced. Your role will involve collaboration with other team members to ensure best outcomes. We are seeking a proactive and results-oriented professional who thrives in a dynamic and fast-paced environment.

Key Responsibilities

1. Answering inbound phone calls: lodging ticket requests on behalf of our clients in T4B's system
2. Triage: Reviewing new tickets that are submitted via our ticketing system (ConnectWise Manage). Gathering valuable information enabling the tech team to better resolve technical issues, updating ticket status' in a timely fashion so work can be assigned to other team members where required in accordance with our service level obligations.
3. Resolution of tickets: Resolving level 1 requests on the spot where possible and when time allows.
4. Time management: Continuously achieve time utilisation goals and respond to tickets as per your schedule/or manage expectations as required.
5. Customer Service: Deliver exceptional customer service by promptly addressing client inquiries, concerns, and escalations. Ensure timely resolution of issues and provide ongoing support to maintain long-term client partnerships.
6. Team Collaboration: Work closely with team members to ensure a positive client experience.
7. Technical Knowledge: Stay updated with industry trends, developments, and emerging technologies relevant to our clientele. Leverage this knowledge to deliver premium outcomes for our clients.
8. Improvement Opportunities: Collaborate with the account management team when identifying opportunities to improve outcomes for our clients.

Skills and Experience:

Tertiary Qualifications in IT along with microsoft certifications will be highly regarded.

You should have at least one year, preferably two experience working in a helpdesk ideally in an MSP setting, but possibly in a large business' internal helpdesk.

Spoken and written English should be one of your star traits. This role commands 5-star communication.

Good practical understanding of how to troubleshoot and resolve desktop PC issues.

You will be very familiar with Windows Desktop OS, and have some exposure to Microsoft 365.

If you have experience with Windows Server, you will be a highly regarded applicant.

Experience with a PSA such as ConnectWise and RMM tool like N-central will be highly regarded.

Key Performance Indicators

• Client Satisfaction – ensuring interactions are positive and lead to satisfactory outcomes.
• Utilisation – Ensuring your time at work is used effectively.
• Time Budgets: complete tasks in the allotted time
• Technical know-how: Technical experience consistent with the role
• Admin – ensuring tickets are always up to date and client documentation is routinely updated

This is a 100% office-based role, however an occasional work from home is ok when a specific need arises.

No recruiters please