Job Description

• Enthusiastic & Eager to learn
• Passionate about technology
• Permanent role open to freshers / less experienced

Our client is a family run managed service provider. The company is a close net team of around 10 people that work together to solve client’s problems.

Dealing with clients between 5 to 50 PCs you will be the first line of support for the clients. As the demand continues to grow, so too support scope thus you must be someone who wants to learn and grow.

 About the role & Must haves:

You will be the first line of support for client’s technical issues. You will be dealing with all kind of customer issues such as email setup, printers, network, AD, etc. You will champion customer satisfaction and escalate the issue if you are not able to resolve it.

As the voice of the organisation, you must ensure 100% client satisfaction. It is 100% over the phone technical support for the end users thus you must have:

• Great verbal and written communication skills and phone manner
• Empathy and ability to listen to the customer
•  Problem-solving skills – must be able to work & communicate with non-technical clients and fix the root cause of the problem for them

Primary Role Responsibilities:

•  Answer customer’s enquiry calls – it is a 100% over the phone technical support role
• Excellent problem identification and problem solving skills – you must be able to articulate technical problems in simple English with non-technical users
• Responding to and resolve phone and email tickets in a professional, timely manner with an emphasis on high quality customer service (target of 70% first contact resolution).
• Work on technologies/technical issues such as AD, password reset, router set up, remote access, network printers, email set up, email forwarding, etc
• Complete trainings as agreed with your Manager
• Escalate service requests that you are not able to resolve in a timely manner
• Identify and fix the root cause of the problems faced by customers

Requirements:

• Anywhere between  0-4 years’ experience in an IT services/customer service/retail/electronics department position
• Tertiary education, ideally a university bachelors’ degree (in IT or related fields) NOT Masters
• Any ITIL or MCP or other technical Certification will be looked at favourably
• Technical problem solving skills & experience (Network, Server, AD, Exchange, Office365, Microsoft Applications, Desktop, Windows operating system, etc)
• Passion for technology & learning
• Any exposure to ticketing systems and RMM tools will be looked at favourably
• The right to work in Australia.

On Offer:

• Full time role + Competitive Remuneration
• Great family culture environment
• Opportunity to learn and grow in the technical field
• Technical training will be provided

How to apply:

• If you on our website, apply using the link below
• If you are NOT on our website, please apply on the link: https://portal.appetencyrecruitment.com.au/02f9975a/information-technology-jobs/l1-it-service-desk-analyst-thomastown.php

Other titles for this role in other organisation might be: Junior Service Desk Analyst, L1 Service Desk, L1 Support Analyst, L1 Engineer, IT Helpdesk, IT Technician, IT Support