Job Description

Job Header

Service Desk Representative

Private Advertiser

Job Information

Job Listing Date
18 Nov 2019
Melbourne, CBD & Inner Suburbs
Work Type
Full Time
Information & Communication Technology, Help Desk & IT Support

Who are we?

intelligence |innovation | integrity |inspiration

We are a leading technology company which is uniquely positioned to offer lottery and gaming organizations across geographies market-tested & state-of the-art software & hardware solutions and retail operational expertise.

In Intralot Australia, we are part of the global Intralot Group based in Athens.  We provide the monitoring system and full operational support for the Victorian State Government for all pub and club electronic gaming machines in Victoria.  We are also the provider of system support and maintenance for Lotterywest of Western Australia. 

With 53 staff in Melbourne and 4 in Perth we are working hard to establish a culture that reflects our values, one where we have a reputation for a superior service and can have fun at the same time. We are also proud of our diversity: from age, gender and cultural background, we have a breadth of perspectives, knowledge and opinions.

Do visit our website or LinkedIn pages for additional info!

What are we looking for?

Are you a motivated and driven person with a proven IT background or an ace customer service consultant with a passion for IT?  We are offering a career path for a hardworking and professional candidate to join our Service Desk, providing technical support to nearly 500 gaming venues in Victoria.

What will your day look like?

After making your espresso at our coffee machine it’s time to start your day.  For the majority of it you’re likely to be responding to incoming calls from gaming machine venues across Victoria.  This will require you to apply your exceptional customer service skills, and possibly existing gaming venue knowledge, to collaborate across technical teams to efficiently resolve issues.

Maintaining impeccable performance standards is imperative, we work 24/7 to ensure our gaming monitoring platform is fully functional at all times.  We are not afraid of ideas and welcome your diverse experience.

When the day wraps up, jump on your bike or into your car from our downstairs carpark – based in Lorimer Street, Port Melbourne, we are a hop, skip and a jump from the Westgate and Tullamarine freeways.

The detail – what are we looking for?

Ideally you will have experience in the gaming industry and a passion for IT, or a successful IT professional looking to transfer their customer service and problem solving skills to an established high performing team.  Our aim is to provide a world class experience to our customers through our professional, timely and efficient service standards.  Your ability to communicate at all levels and have a can do attitude is key.

This role currently operates on a 24/7 rotating roster model (morning, afternoon and evening shifts), working 4 days on and 4 days off. 

Ideally, from a technical perspective you will:

  • Have 2 years’ experience in an IT Service Desk role with an talent  for guiding callers through unfamiliar technical situations
  • Be familiar with a call centre telephony system (Genesys or similar)
  • Have experience in navigating your way around ticketing systems (Jira, Siebel or similar)
  • An understanding or experience supporting the gambling industry

You must be an Australian citizen or permanent resident with unrestricted and unlimited work rights. A National Police Check is also required.

We are an Equal Opportunity Employer. We do not discriminate in any employment practices specifically for any protected attribute under Australian law. Our premises provides access to people with disabilities.

How did we do?

If this job sounds like you, we would like to hear from you.

Agencies, we've got this one for now.Please refrain from contacting us.

Please submit your SEEK application (CV and covering letter) by COB 30 November 2019.

The application form will include these questions:
  • Which of the following statements best describes your right to work in Australia?
  • Do you have customer service experience?
  • What's your expected annual base salary?
  • Do you have experience working in a technical support role?
  • How much notice are you required to give your current employer?

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