Service Desk

The smart, career-focused, and determined people who work for NRI flourish in a culture that empowers them to achieve customer outcomes and gives them a sense of ownership for the development of the company as a whole.
Together we form a highly motivated, customer-focused workforce. Responsibilities:Provide first-line support to end-users via phone, email, and remote assistance tools.Log all customer interactions accurately in the ticketing system.Diagnose and troubleshoot technical issues related to hardware, software, and network connectivity.Escalate unresolved issues to appropriate support teams and follow up on resolution.Install, configure, and troubleshoot desktops, laptops, printers, and other peripherals.Conduct on-site visits to customer locations for troubleshooting and support as needed.Collaborate with other IT teams to ensure timely resolution of customer issues.Follow established processes and procedures for incident management and service request fulfillment.Assist with documenting and updating knowledge base articles for common issues and resolutions.Requirements:Australian Citizen: Mandatory for security clearance purposes.Blue Card Holder: Must have a valid Blue Card or be eligible to obtain one.Can-Do Attitude: A willingness to contribute to team and customer success.On-Site Availability: Willingness to attend customer sites at least twice per week.
Own transport is preferable.Professional Communication: Ability to answer telephone calls and speak with customers in a professional manner while remotely assisting and resolving incidents.Preferred Skills and Experience:Technical Capability:Experience with Windows laptop hardware and software.Knowledge of IP telephony, Office 365, and Microsoft Teams.Basic understanding of network and cloud technologies.Troubleshooting Skills: Ability to diagnose and resolve technical issues.Hands-On Support: Ability to assist remote technical resources with hands-on support.ITSM Tools Familiarity: Understanding of IT Service Management tools, systems, processes, and procedures.Prior Experience: Experience in a Service Desk or Field Services role is beneficial.WHO ARE WE?Transformative digital solutions take more than IT expertise.
They take a partner you can count on.
With an eye for precision and the vision to help you progress.
Who can move quickly to find the right ways forward – so that you're always ahead of tomorrow.
We're that partner for countless businesses.
Designing, implementing, and managing digital solutions that are as personalised as they are progressive.
That open the doors to greater digital success – across business, government, and beyond.
We deliver everything from business strategy and consulting through to infrastructure and managed IT services.
We're backed by a global reach that makes us a truly game-changing alternative in the digital services space – with local decision-making and authority.
And we're powered not just by technology, but by passionate people who are fearlessly committed to getting it right for our customers.
Transformative digital solutions take the right team, making the right moves at the right time.
You've found yours with NRI.
WHAT'S IN IT FOR YOU?In exchange for your exceptional technical skills, customer-focused performance & out-of-the-box thinking you'll be rewarded with a career-changing experience only consulting can provide.
Unwavering focus on professional developmentDiverse & challenging project workPaid certificationsFlexibility to juggle what's important to you with workCommitted health & wellbeing planCompetitive salary packagesCorporate partnershipsDIVERSITY & INCLUSIONWe celebrate the diversity of people, and we pride ourselves on ensuring everyone belongs.
As an equal opportunity employer, we want to create opportunities for everyone and will consider all applications without bias.
We value our collaborative culture and work together to support a variety of community organisations and social issues.
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