Job description
Position Overview :
We are seeking a dedicated and experienced professional with a blend of technical support expertise and service delivery coordination skills. This role encompasses managing IT support services while providing hands-on technical assistance to ensure the efficient and effective resolution of IT-related issues within the organization.
- Manage and Prioritize Service Requests: Oversee incoming service requests, incidents, and support tickets to ensure timely and effective resolution.
- Assign Tasks to Technicians: Allocate tasks and tickets to service desk technicians based on their expertise and current workload.
- Monitor Ticket Queues: Ensure adherence to service level agreements (SLAs) and escalate issues as necessary to maintain service quality.
- Maintain Stakeholder Communication: Keep clear and consistent communication with stakeholders regarding the status of their requests and any changes to timelines.
- Develop Service Desk Policies: Create and implement policies and procedures to enhance efficiency and customer satisfaction within the service desk.
- Provide Technical Assistance: Offer support to end-users for hardware, software, and network-related issues, both remotely and on-site.
- Install and Maintain Systems: Install, configure, and maintain computer systems, peripherals, and mobile devices to ensure optimal performance.
- Troubleshoot and Resolve Issues: Identify and resolve problems with operating systems, applications, and network connectivity.
- Conduct System Maintenance: Perform regular maintenance and updates to ensure system integrity and security.
- Document Support Activities: Keep accurate records of support activities, solutions, and user guides to facilitate knowledge sharing and training.
Preferred Qualifications:
- Proven experience in service desk coordination and managing IT support teams.
- Strong technical skills in desktop support, including hardware/software troubleshooting.
- Proficient with Windows OS, Microsoft 365, and common IT tools.
- Strong communication skills with a focus on customer service and satisfaction.
- Familiar with IT service management frameworks.
- Certifications (ITIL, Microsoft Certified: Modern Desktop Administrator, CompTIA A+).
- Experience with IT ticketing systems and remote support tools.
To be considered for the role click the 'apply' button or for more information about this and other opportunities please contact Rayan Thomas on + 618 7422 0610 or email [email protected] and quote the above job reference number.
Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability. If you require an adjustment to the recruitment process, including the application form in an alternate format, please contact me on the above contact details.
