Role: - Senior Technical Support Executive (L1 Service Desk) Location: - Sydney Status - Permanent Full-Time role Rotational Shifts - 24*7 Support NOTE - Only applicants with Australia full work right, i.e., holding a valid visa will be considered for the role. JOB DESCRIPTION: - Position Summary Provide 1 st level technical support, service restoration, fulfillment of service requests and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems.
Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Execute transactions as per prescribed timelines.
Required skill set Analytical and Problem-solving skills • Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues
• Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
• Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
• Display ownership and accountability
o Quickly build trust and confidence with customer
- Own and resolve customer issues efficiently, effectively and empathetically
Mandatory requirement for experienced candidates: • 12-18 months' work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.
• Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)
• Basic ITIL knowledge
• Ticketing tool SNOW or Any other tool
• Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite, of O365, Messaging, Outlook 2013-19, Skype for Business, Microsoft Teams, SharePoint and OneDrive for Business
• Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
• Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
