Helpdesk Operator

ARA Security; Canterbury-Bankstown; On-site; AUD 55,000 - 65,000; Full time

Job summary

ARA Security in Kingsgrove is seeking a dynamic Helpdesk operator to join their close-knit team. You will answer incoming calls from the 1300 helpdesk, update client portals, log service requests and allocate to state teams.

As part of the ARA Group, you will engage with technicians to manage SLA and aged jobs, handle routine maintenance tasks, and support the Help Desk Team Leader. Strong MS Office skills and attention to detail are essential.

Qualifications

• Technical computer skills and strong customer service orientation.
• Excellent written and verbal communication skills.
• National Police Check required.

Responsibilities

• Answer incoming calls from the ARA helpdesk 1300 numbers.
• Update client portals on job status.
• Log ad hoc service requests and allocate to state service teams.
• Manage routine maintenance jobs as required.
• Assist Help Desk Team Leader in finding root causes and communicating with customers.
• Engage with technicians and contractors to manage SLA and aged jobs.
• Perform other duties as assigned by Manager or Help Desk Team Leader.

Skills

Customer service

Multitasking

Attention to detail

Excellent communication

Tools

MS Office

Job description

ARA Security is an innovative integrator of electronic security services providing high-quality integrated security and locksmith solutions to the largest clients across Australia and New Zealand. An Australian, employee-owned business that is part of theARA Group, ARA Security provides clients with security solutions such as security alarm systems, access control, CCTV and digital video recording, artificial intelligence, identification solutions and locksmith services.

This is an exciting opportunity to start with a company that is growing and has excellent clients. The office is based in Kingsgrove. This highly respected industry leader is seeking a dynamic Helpdesk operator to join their close-knit team.

Duties and Responsibilities:

As a representative of the ARA Group, project a professional image that reflects the ARA Group’s continued focus and commitment to customer service and client satisfaction.

Answer all incoming phone calls from the ARA helpdesk 1300 numbers.

Update as required Client portals on job status

Log ad hoc service requests and allocate to relevant state service manager teams

Manage routine maintenance jobs as required.

Assist the Helpdesk Team Leader in determining the root cause of issues and communicate appropriately to internal and external customers.

Engage with ARA Technicians and contractors as required to manage ad-hoc service calls SLA and aged job requirements

Perform other related duties as assigned by Service Manager or Help Desk Team Leader

And a whole lot more.

Relevant Skills and Qualifications:

Technical computer skills as well as good interpersonal, management, and customer service skills

Excellent written and verbal communication and interpersonal skills and a strong customer service orientation

National Police Check required

A desire to grow

Extremely strong MS Office skills

Very strong attention to detail, high level of accuracy and diplomacy

Ability to multitask

Able to read situations well, nothing is too big or too small for you to handle