Esosurveyors | Service Desk Engineer – Level 1
Vor 5 Tagen
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Daraco I.T.
Services is an Australian established IT Managed Services provider committed to building for the future by utilising cutting-edge new technology to improve organisations' efficiency, capacity, functionality, and security.
As a complete ICT provider, we specialise in delivering a complete range of fully managed and secure IT and telecommunication services nationally, making Daraco a solid choice for a company's IT needs.
Daraco has staff located throughout Australia and New Zealand.
As a company, Daraco is embarking on an exciting phase of growth and expansion.
Daraco's Team structures provide future career opportunities for all staff.
Our culture has always been to work collaboratively and support one another to provide our clients the best outcomes.
As a company, Daraco is an active member of the community and supports multiple charities.
Daraco employees become part of the Daraco family, and we like to celebrate staff's birthdays, have regular team lunches, and hold other team-building events throughout the year.
Daraco is always looking to support the development of its staff.
Through performance reviews, development goals are set, and assistance obtaining agreed relevant industry certifications is provided.
Key Responsibilities
You will be responsible for handling a high volume of inbound calls to our support desk, logging tickets, triaging, and prioritising tickets, as well other assigned Service desk related tasks.
Work with other team members to handle incoming calls and log service tickets Perform basic troubleshooting with the client to ascertain case details, resolving the issue during first contact if possible Follow defined processes Provide End Users with a high level of Customer Service throughout all communications from the initial contact Manage assigned service requests to ensure they are actioned within the associated SLA's Collaborate with team leads and senior technical resources to grow your knowledge and further develop technical skills Meet the team's response to resolution time targets Candidate we are looking for
A person who has a passion for Information Technology and has a desire for professional growth and development Customer service focus, seeking to always exceed the customer's expectations A team player but also able to follow instructions and work autonomously when required to Proficiency in spoken and written English Good communication skills and attention to detail Troubleshooting and problem-solving skills with the ability to think outside the box Time management skills and multi-tasking abilities Desirable Skills and Experience
Work experience in an IT or customer service role Ability to pick up new concepts quickly PC general maintenance and troubleshooting Experience troubleshooting basic Network and Wireless issues Experience using Windows (and MacOS) environments Experience using Mac iOS and Android mobile platforms Experience with Active Directory Experience supporting Citrix Environment Experience with an IT Ticketing System Have an IT Certification, a diploma or degree Prior experience in a similar role working with a managed services provider or in a Microsoft Windows-based environment is highly desirable.
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