Description
Do you have solid customer service experience? If the answer is yes, our client is looking for you is looking for you...
The purpose of the position is to work within a friendly 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.
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
- Previous Helpdesk, Service Desk or Customer Service experience
- Strong Customer Service focus
- Confident phone manner
- Excellent communication skills
- Strong problem solving skills
- Can Do Attitude
- Great personality
- Ideally a recent IT qualification (TAFE or Degree)
- You must be an Australian Citizen to apply for this role due to security clearance requirements (sorry no Student, Bridging, Permanent or Temporary Resident Visas are eligible)