Job Description

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Service Desk Support Officer - IT

Advertiser: Community Broker NetworkMore jobs from this company

Job Information

Job Listing Date
18 May 2020
Location
Perth, CBD, Inner & Western Suburbs
Salary
$50,000 - $70,000
Work Type
Full Time
Classification
Information & Communication Technology, Help Desk & IT Support

Service Desk Support Officer - IT

About the new Community Broker Network
Community Broker Network is one of Australia’s largest authorised broker networks with approximately 400 businesses spread across both metro and regional Australia.  The network is unique in that it's intensely focused on its purpose of supporting communities so they can sustain, grow and thrive.

Our business is growing and evolving, and with that so do the ways in which we support our brokers out in the network. The Service Desk Team is pivotal in providing frontline broking systems support and technical support for over 400 Authorised Brokers throughout Australia. The roles base will be Melbourne Head Office, however, we operate a flexible working policy which also supports some working from home.

 

We’re looking for a qualified individual with a strong IT and Communications background, great time management, and excellent verbal/written communication and analytical skills to join a team of professionals specialising in providing technical support.

The ideal candidate will have ITIL V3 or above certification, Microsoft certification, Salesforce exposure and be willing to attain additional competencies once joining our team in a combined first and second line Service Desk role, where technical competency and first time fix is considered paramount.

 

Requirements of the role:

  • Ability to work well in a team environment involving collaboration within the department and with other departments.
  • Manage day-to-day incidents and request along with any additional responsibilities as assigned.
  • Perform analysis, diagnosis, and resolution of PC/Server problems via MSP management platform
  • Receive and respond to incoming calls, service desk tickets, and/or emails regarding PC and/or hardware problems.
  • Work with end-users in analysing, troubleshooting, and resolving hardware/software and some basic network support issues.
  • Communicate with customers to keep them advised on the status of requests.
  • Research and attempt to resolve problems.
  • Accurately document instances of hardware failure, repair, installation, and removal.
  • Ensure confidentiality of sensitive and proprietary information; adhere to company security policies.
  • Develop an understanding for system environments and maintain technical expertise.
  • Provide quality customer care in a fast and efficient manner.
  • Highly responsive and sensitive to deadlines.
  • Follow-up and follow through.

 

To be successful you will have experience with the following:

  • Be proactive toward self-development with a desire to expand responsibility towards system administrator and onwards to 3rd line support
  • Excellent customer service including clear verbal communication 
  • Experience troubleshooting a variety of issues on Windows (MAC also advantageous)
  • Experience with Windows AD group policy configuration,
  • Troubleshooting Windows 7-10
  • Basic server support (Microsoft Server 2008-2019)
  • Microsoft Office suite including Teams and OneDrive
  • Office 365 including Sharepoint
  • Experience with SalesForce is essential
  • Previous exposure supporting and fixing hardware issues including printers, desktops, and laptops
  • Basic network troubleshooting LAN/WAN/VLAN/VPN 
  • Basic experience troubleshooting IOS and Android phones
  • Windows desktop/laptop support, primarily Windows 7/10 and Office 2013/2016.
  • ITIL V3 or above and Microsoft Certification is essential
  • Good problem solving and documentation skills.
  • Must be proactive and willing to go the extra mile

The successful candidate must be well presented and have excellent communication and written skills with a customer-centric approach.

This is a role not to miss if you're looking for a company where you can develop your skills and experience within a supportive team.

APPLY NOW!

About the new Community Broker Network
Community Broker Network is one of Australia’s largest authorised broker networks with approximately 400 businesses spread across both metro and regional Australia.  The network is unique in that it's intensely focused on its purpose of supporting communities so they can sustain, grow and thrive.

Our business is growing and evolving, and with that so do the ways in which we support our brokers out in the network. The Service Desk Team is pivotal in providing frontline broking systems support and technical support for over 400 Authorised Brokers throughout Australia. The roles base will be Melbourne Head Office, however, we operate a flexible working policy which also supports some working from home.

 

We’re looking for a qualified individual with a strong IT and Communications background, great time management, and excellent verbal/written communication and analytical skills to join a team of professionals specialising in providing technical support.

The ideal candidate will have ITIL V3 or above certification, Microsoft certification, Salesforce exposure and be willing to attain additional competencies once joining our team in a combined first and second line Service Desk role, where technical competency and first time fix is considered paramount.

 

Requirements of the role:

  • Ability to work well in a team environment involving collaboration within the department and with other departments.
  • Manage day-to-day incidents and request along with any additional responsibilities as assigned.
  • Perform analysis, diagnosis, and resolution of PC/Server problems via MSP management platform
  • Receive and respond to incoming calls, service desk tickets, and/or emails regarding PC and/or hardware problems.
  • Work with end-users in analysing, troubleshooting, and resolving hardware/software and some basic network support issues.
  • Communicate with customers to keep them advised on the status of requests.
  • Research and attempt to resolve problems.
  • Accurately document instances of hardware failure, repair, installation, and removal.
  • Ensure confidentiality of sensitive and proprietary information; adhere to company security policies.
  • Develop an understanding for system environments and maintain technical expertise.
  • Provide quality customer care in a fast and efficient manner.
  • Highly responsive and sensitive to deadlines.
  • Follow-up and follow through.

 

To be successful you will have experience with the following:

  • Be proactive toward self-development with a desire to expand responsibility towards system administrator and onwards to 3rd line support
  • Excellent customer service including clear verbal communication 
  • Experience troubleshooting a variety of issues on Windows (MAC also advantageous)
  • Experience with Windows AD group policy configuration,
  • Troubleshooting Windows 7-10
  • Basic server support (Microsoft Server 2008-2019)
  • Microsoft Office suite including Teams and OneDrive
  • Office 365 including Sharepoint
  • Experience with SalesForce is essential
  • Previous exposure supporting and fixing hardware issues including printers, desktops, and laptops
  • Basic network troubleshooting LAN/WAN/VLAN/VPN 
  • Basic experience troubleshooting IOS and Android phones
  • Windows desktop/laptop support, primarily Windows 7/10 and Office 2013/2016.
  • ITIL V3 or above and Microsoft Certification is essential
  • Good problem solving and documentation skills.
  • Must be proactive and willing to go the extra mile

The successful candidate must be well presented and have excellent communication and written skills with a customer-centric approach.

This is a role not to miss if you're looking for a company where you can develop your skills and experience within a supportive team.

APPLY NOW!

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?
  • Which of the following Microsoft Office products are you experienced with?
  • Do you have experience working in a technical support role?
  • What's your expected annual base salary?

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