IT Helpdesk Technician: Fast, Friendly End-User Support

RGIT Australia

City of Stonnington

On-site

AUD 60,000 - 80,000

Full time

12 days ago

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Job summary

RGIT Australia is seeking a customer-focused IT Helpdesk Technician to provide end-user support via phone, email or chat across Windows and macOS environments. You will diagnose issues, document interactions and collaborate with engineers to resolve problems promptly.

The role requires at least 1 year in an MSP or service desk setting, a Certificate III in IT or near equivalent, and a valid driver's license. On-site support will be required in Melbourne metro area.

Qualifications

Minimum 1 year MSP or Service Desk experience (highly desirable, not essential).
Certificate 3 in Information Technology, Bachelor of Information Technology or similar (essential).
A current driver's license (essential).
Certification in Microsoft 365 Fundamentals, Access 4 VoIP, Azure, Windows / Apple operating systems, Level 1 Microsoft Server Service Management Experience (Active Directory, Exchange, DNS, IIS, etc.) (highly desirable, not essential).
2 Years experience in a customer facing role.

Responsibilities

Provide technical assistance and support via phone, email or chat, to end-users who are experiencing computer hardware, software, or network-related issues.
Provide a memorable customer experience with every customer contact by ensuring every service request is handled professionally.
Provide telephone and ticketing support to internal and external customers.
Investigating, diagnosing and assessing basic technical problems reported by customers.
Document all customer interactions in our PSA system.
Collaborate with the Technical & Engineering team to diagnose problems and identify corrective actions for customers.
Review and update knowledge base and technical support documentation to reflect current technical information on process or product.
Support clients within all SLA metrics and maintain communication throughout the entire process of incident management.
Work with third party vendors and software providers to maintain and resolve product issues for our clients’ systems.
Follow agreed process and procedures by logging issues, requests and questions.
Maintain and administer systems, which include computers running Windows OS or mac-OS, Microsoft Office, basic printing, internet, email and Windows server support.
To assist with workshop related tasks & duties, specifically coordinating deliveries, new workstation/laptop deployments.
To assist with the procurement and set up of hardware deliveries for projects.
To provide ad-hoc or scheduled on-site IT support for clients where issues cannot be resolved remotely, or where on-site support is required for On-boarding of a new client.