Description
Are you a recent IT graduate from UNI or TAFE? Do you have customer service experience? If the answers to the questions are yes, one of Australia's largest finance companies is looking for you...
This is an excellent opportunity to start your career in IT, with excellent future prospects with one of Australia's best employers.
The purpose of the position is to work within a team environment to identify, track, trouble shoot and resolve user incidents and service requests for production and operations problems, and provide ongoing customer service support for stakeholders.You will work on an 8 hour shift, Monday to Fridays between the hours of 7am - 7pm, on a rotating basis.
Your role will include the following responsibilities:
- Provide ongoing customer service support for IT systems
- Monitor queues and answer customer calls within stated guidelines
- Analyse the customer problem and respond with problem/issue resolution or escalate as appropriate
- Perform remote diagnosis using remote system management tools
- Log and update calls accurately in the case management application
- Ensure incidents of downtime are immediately reported to the Service Desk Manager
- Assist in the management of key customer relationships, ensuring ongoing service satisfaction
- Provide support to your team by contributing to the expansion of the known error database
- Assist with system configuration and release management
- Prioritise work and deliverables according to specified timeframes, and ensure timely completion
You should have the following skills and experience:
- You should have at least 6 months previous Helpdesk, Service Desk or IT Customer Service experience (ideally call centre experience at first level)
- Strong Customer Service focus
- Confident phone manner
- Excellent communication skills
- Strong problem solving skills
- Can Do Attitude
- Preference for IT qualifications and knowledge of ITIL