Job Description

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Service Desk Technician

Advertiser: Australian Unity2.7563 out of 52.8 overall rating (197 employee reviews) More jobs from this company

Job Information

Job Listing Date
19 Nov 2020
Location
Sydney, CBD, Inner West & Eastern Suburbs
Work Type
Full Time
Classification
Information & Communication Technology, Help Desk & IT Support

Service Desk Technician

  • Provide truly exceptional, customer focused technology service for Australian Unity staff.
  • Permanent full-time role – Sydney, NSW location.
  • We’re for real wellbeing.

Join us and let’s make a bigger difference together.

Established in 1840, we’re Australia’s first member-owned wellbeing company.  Today we have over $1 billion in revenue and provide smart solutions and services to more than 700,000 Australians.  We employ over 7000 people and our purpose is to help people thrive.

It’s an exciting time to be joining Australian Unity – we have grown significantly over recent years and are transforming to capitalise on further growth opportunities to support the real wellbeing of our members, customers and employees. We operate with commercial principles and a strong social purpose to create community value. Australian Unity is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

The Role

As a Service Desk Technician, you will provide a truly exceptional, customer focused technology service for Australian Unity staff with a specific focus on understanding customer needs and finding fast and effective solutions for them. You will be a team player who delights in helping our staff and customers to thrive. Key responsibilities will include:

  • Provide support and fulfil requests (incidents, problems, requests, tasks, etc.) via incoming engagement channels (Phone, email, portal etc.).
  • Be the voice of the Customer in technology interactions. Consider their needs, capabilities and constraints and represent them back into Technology.
  • Take ownership of all phases of case lifecycle, ensuring status and resolution (including timely progress updates) are communicated to the customer.
  • Drive increased Customer Satisfaction through excellent communication and delivery skills.
  • Refer issues that cannot be resolved at the Desk to level 2 or 3 support, taking accountability for the hand-over and remaining engaged to ensure timely resolution.
  • Suggest new ways to improve the customer experience.
  • You will not value speed or volume over quality, always ensuring that every customer interaction counts.

The Service Desk operates from 07:00am to 22:00pm Monday to Friday. You will be required to work shifts across these days, with the pattern rotating through early, afternoon and late shifts.

To be successful in this role you will have:

  • Similar experience in an IT Level support role, with at least 2 years IT Service Desk Support experience.
  • Excellent phone manner and face to face customer service skills.
  • Clear written and verbal communication skills.
  • Experience in supporting Windows (Win 7 & 10) desktop operating systems in an Active Directory Environment.
  • Experience providing support in a wide range Microsoft Office products.
  • A practical understanding of the ITIL framework with foundation certification is advantageous.
  • Demonstrates an interest in technology trends.

What makes us, us

Putting people first is not just something we say, it's what we do. We care for our people so they can care for themselves and others. We stay true to our values (Bold, Warm, Honest), we work hard because it matters and we work well together – collaborating, encouraging and even managing to have some fun.

At Australian Unity we do the right thing and we expect the same from others. Being a member-owned company, means we're focused on our members and customers, not shareholder returns. Our purpose "we help people thrive" drives us to make a real difference, every day, big and small. We are passionate about improving the wellbeing of all Australians and about making a positive difference.

Join us and thrive.

Australian Unity is an Equal Opportunity employer and we encourage applications from all members of the community, including people of Aboriginal and Torres strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people.

 


Email: Please click the 'Apply Now' button below.
  • Provide truly exceptional, customer focused technology service for Australian Unity staff.
  • Permanent full-time role – Sydney, NSW location.
  • We’re for real wellbeing.

Join us and let’s make a bigger difference together.

Established in 1840, we’re Australia’s first member-owned wellbeing company.  Today we have over $1 billion in revenue and provide smart solutions and services to more than 700,000 Australians.  We employ over 7000 people and our purpose is to help people thrive.

It’s an exciting time to be joining Australian Unity – we have grown significantly over recent years and are transforming to capitalise on further growth opportunities to support the real wellbeing of our members, customers and employees. We operate with commercial principles and a strong social purpose to create community value. Australian Unity is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

The Role

As a Service Desk Technician, you will provide a truly exceptional, customer focused technology service for Australian Unity staff with a specific focus on understanding customer needs and finding fast and effective solutions for them. You will be a team player who delights in helping our staff and customers to thrive. Key responsibilities will include:

  • Provide support and fulfil requests (incidents, problems, requests, tasks, etc.) via incoming engagement channels (Phone, email, portal etc.).
  • Be the voice of the Customer in technology interactions. Consider their needs, capabilities and constraints and represent them back into Technology.
  • Take ownership of all phases of case lifecycle, ensuring status and resolution (including timely progress updates) are communicated to the customer.
  • Drive increased Customer Satisfaction through excellent communication and delivery skills.
  • Refer issues that cannot be resolved at the Desk to level 2 or 3 support, taking accountability for the hand-over and remaining engaged to ensure timely resolution.
  • Suggest new ways to improve the customer experience.
  • You will not value speed or volume over quality, always ensuring that every customer interaction counts.

The Service Desk operates from 07:00am to 22:00pm Monday to Friday. You will be required to work shifts across these days, with the pattern rotating through early, afternoon and late shifts.

To be successful in this role you will have:

  • Similar experience in an IT Level support role, with at least 2 years IT Service Desk Support experience.
  • Excellent phone manner and face to face customer service skills.
  • Clear written and verbal communication skills.
  • Experience in supporting Windows (Win 7 & 10) desktop operating systems in an Active Directory Environment.
  • Experience providing support in a wide range Microsoft Office products.
  • A practical understanding of the ITIL framework with foundation certification is advantageous.
  • Demonstrates an interest in technology trends.

What makes us, us

Putting people first is not just something we say, it's what we do. We care for our people so they can care for themselves and others. We stay true to our values (Bold, Warm, Honest), we work hard because it matters and we work well together – collaborating, encouraging and even managing to have some fun.

At Australian Unity we do the right thing and we expect the same from others. Being a member-owned company, means we're focused on our members and customers, not shareholder returns. Our purpose "we help people thrive" drives us to make a real difference, every day, big and small. We are passionate about improving the wellbeing of all Australians and about making a positive difference.

Join us and thrive.

Australian Unity is an Equal Opportunity employer and we encourage applications from all members of the community, including people of Aboriginal and Torres strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people.

 

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