Service Desk
- Listed 19/4/24
- Melbourne
- Permanent / Full Time
Service Desk L1 Located Melbourne, VIC, Australia
What success looks like in this role:
- 1st Level telephone contact support.
- Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
- Must be logged into the call system so that HHO’s can be received.
- Ability to resolve problems with or without remote tools.
- Consistently achieve First Contact Resolution performance metric.
- Accurately document calls and cases.
- Aware of customer’s time restraints and work within those time limits.
- Keep customer aware of resolution steps – if ticket needs to be dispatched.
- Follow up Service Centre cases and requests to completion.
- Provide clients with problem reference numbers and request numbers.
- Enter all troubleshooting/resolution steps into the ticket – this information will be used for the 321 team to drive tickets to a lower level.
You will be successful in this role if you have:
- Relevant experience in Information Technology service delivery.
- 2 years IT Service Desk experience.
- 2-year previous experience providing Level 1 support for MS Office, MS Exchange and MS windows networks.
- Working knowledge of data and voice network concepts.
- Preferred: ITIL Foundations Certification OR Microsoft Desktop Administration certification.
- Analytical and diagnostic skills.
How to apply:
Apply directly for more information (complete Job Description) for this position, once you have read the JD provided, I'd be happy to discuss - Walter Faets.
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Australian citizen with security clearance is required for this position.
We can assist you in obtaining a security clearance.
BSI People are an equal opportunity employer and we encourage applications from all people including Aboriginal and Torres Strait Islander peoples.