IT Service Desk Specialist | AU Account
3 days ago
Overview:
The IT Service Desk Specialist is responsible for providing technical support to clients, ensuring the smooth operation of their IT systems and networks.
This role involves troubleshooting technical issues, resolving hardware and software problems, and providing user support.
Your priority will be to ensure timely and effective solutions in line with company policies and client expectations.
Key Responsibilities:
Network Support:
• Configure and troubleshoot network connectivity issues.
System Support:
• Provide support for Microsoft 365, Windows 10/11, Apple computers, mobile devices, and printers.
• Install, configure, and maintain operating systems and applications.
• Troubleshoot hardware and software issues.
• Setup New Users and Exit Users
Application Support:
• Troubleshoot application faults and provide technical assistance to users.
• Liaise with application vendors to resolve complex issues.
• Assist in the implementation and deployment of new applications.
Telephony Support:
• Support VOIP telephony systems, such as 3CX and Microsoft Teams.
• Configure user accounts, manage call routing, and troubleshoot voice and video conferencing issues.
Remote Support:
• Utilize MSP remote tools to provide remote assistance to clients.
• Diagnose and resolve technical issues remotely.
Client Communication:
• Communicate effectively with clients via telephone and email.
• Provide clear and concise explanations of technical issues and solutions.
• Build and maintain positive relationships with clients.
Documentation:
• Document technical procedures, troubleshooting steps, and knowledge base articles.
• Maintain accurate and up-to-date records of client support interactions.
Key Skills:
• 2-3 years of experience in IT support or a related field.
• Strong technical skills, including knowledge of networking, operating systems, and applications.
• Ability to troubleshoot and resolve technical issues efficiently.
• Excellent communication and interpersonal skills, including confident written and spoken English.
• Strong customer service orientation.
• Ability to work independently and as part of a team.
• Experience with cloud-based services (e.g., Azure, AWS) preferred.
• Experience with cybersecurity and data protection practices preferred.
Qualifications:
• Bachelor’s degree in computer science, information technology, or a related field.
• Certifications such as CompTIA A+ or Network+, Microsoft Certified Technician Associate (MTA), or Apple Certified Support Professional (ACSP) preferred.
About our Client:
Our client is a leading Australian managed IT service provider, dedicated to delivering high-quality, reliable, and cost-effective IT solutions.
With a strong blend of enterprise-grade cloud technologies, technical expertise, and personalized support, our client offers world-class IT services tailored to meet the needs of businesses across Australia and internationally.
About ESC:
ESC is an Australian BPO operating in the Philippines and Vietnam since 2010.
We specialize in empowering small and medium-sized enterprises by leveraging our management expertise and the skills and commitment of our dedicated Filipino team.
Our vision is to become a trusted partner for businesses by offering tailored outsourcing solutions that help clients achieve their goals. At the same time, we foster a supportive, engaging workplace that promotes long-term career growth for our team.
ESC is proud to be an equal opportunity employer. We celebrate diversity and are committed to maintaining an inclusive and respectful workplace for all employees.
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