Delivering Exceptional Technical Experiences
1 day ago
Are you passionate about delivering exceptional customer experiences and resolving complex technical issues? Join us in our mission to provide world-class offshoring services, leveraging the collective talents of our team members.
Job OverviewWe've grown from humble beginnings, supporting an Australian business. Our core values and culture have remained steadfast, guiding us in developing a deeper understanding of how people need help to succeed.
Key Responsibilities- Provide proactive and reactive desktop support to customers and colleagues, addressing hardware, software, telephony, and related issues.
- Foster strong relationships by responding promptly to requests for assistance, providing clear information to empower users to resolve their problems.
- Maintain accurate records of faults with resolutions and contact details, ensuring seamless escalation when necessary.
- Cultivate a culture of transparency by maintaining accurate logs of all activities while on shift.
- Ensure timely implementation of hardware/software installations and routine upgrades, aligning with established Service Level Agreements.
- Deliver exceptional service by regularly updating requests and providing realistic resolution times, ensuring user satisfaction.
- Promote effective communication between users and service providers, supplying diagnostic information according to procedures.
- Evaluate technical queries that require escalation, referring them to Network Engineers according to established protocols.
To excel in this role, successful candidates should possess:
- A minimum of 2-3 years of relevant IT Support experience coupled with relevant tertiary qualifications.
- Sound technical knowledge of Desktop hardware and both standard and customized (in-house) software.
- Exceptional analytical and problem-solving skills.
- Effective time management and communication skills.
- The ability to manage multiple tasks simultaneously and prioritize issues efficiently.
- A strong focus on customer service.
- Solid knowledge of the organization's Standard Operating Environment (SOE).
- Excellent English communication skills, written and verbal.
- Competitive Compensation Package: Be rewarded for your expertise and dedication.
- Personal and Professional Growth Opportunities: Collaborate with international clients and gain valuable experience.
- Work-Life Balance: Enjoy innovative activities, open communication channels, and a supportive environment.
- A Collaborative Team Culture: Be part of a passionate team that values innovation and teamwork.
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