Description
Key responsibilities:- Receive requests, diagnose and resolve where possible or assign to the appropriate area
- Undertake escalation procedures, coordinate communication with clients, support units and staff and monitor service issues until resolution
- Completing thorough investigation into all other issues prior to assigning to other teams for further investigation
- Initial support and classification
- Resolve request and incidents with a high resolution volume at first point of contact
- Provide 1st level support across a range of IT environments and production applications
- Keeping the customer up to date on all requests within SLA s
- Performing all other duties as requested by the Team Leader
- Able to work in a team environment at a fast pace, in a shift environment between 7am and 6pm
- Provide analysis and problem resolution expertise to the business across all desktop applications
- Identify issues and document requirements and alternative solutions
- Liaise with business to determine solutions and timeframes required
- Complete thorough testing of all fixes provided
- Maintaining accurate and up to date hardware inventory
- Previous experience in a corporate Service Desk
- Windows environment and Active Directory experience would be an advantage
- ITIL Foundation Certificate
- Demonstrated commitment to the provision of excellent customer support
- Good time management and communication skills
- Ability to display customer empathy
- Telephony (VOIP) and Blackberry support experience
- Sound analytical problem solving skills
- Technical knowledge of desktop hardware and both standard and customised (in house) software
Please send your CV or hit Apply.
Please quote Job Reference SYDCSC_TF28885 when applying for this role.