Our client is a multi-award winning and very well renowned company. The company is among the fastest growing companies and expanding the team to fulfil its growth and we need people who have wide technical skills and can help deliver our high level of customer service.
Core clientele have from 20 to 150 PCs but as demand continues to grow, so too support scope. The primary purpose is to remove the impediments caused by IT to business growth.
Key Responsibility & Must haves:
You will pivotal in the implementations and ensuring 100% client satisfaction. You will be the one who will be the face of the organisation, thus you need
Great communication skills and phone manner
Empathy and ability to listen to customer and understand the business criticality of your job for our client
Accountability – ability to take accountability & deliver customer satisfying results
Primary Role Responsibilities:
“Can do” attitude - The ability to work independently, yet part of a virtual team
Excellent customer advocacy, organizational & communication skills, both written and verbal skills
Excellent problem identification and problem solving skills
Responding to and resolving phone and email tickets in a professional, timely manner with an emphasis on high quality customer service (target of 70% first contact resolution).
Being part of the On-Call Roster, to deliver after-hours support response, approx 5 x 2 weeks per annum
Conduct F2F site visit and identify & resolve customer IT infrastructure problems single handled
Ability to build server from scratch & resolve multiple site connectivity / server login / VPN connectivity / network / router / desktop / etc issues
Completing training as agreed with the Service Delivery Manager (minimum expectation of 1 certification per quarter)
Performing regular daily tasks including Backup system monitoring duty
Deployment of PCs using SOE technology including desktop refresh & rollouts
Undertaking Problem Management to investigate the root causes of incidents for the Proactive prevention of problems
Working with filed technicians (Service Engineers) on both support and scheduled maintenance tasks
Working as a technical resource for IT implementation / upgrade projects under direction of Project Managers
Documenting duties as per documentation systems, updating customer details including configuration, contacts and support tickets
Escalating service requests that require additional resources to Service Delivery Manager in a timely manner (eg. Priority 1 tickets)
Documenting and discussing recommendations with clients and escalating these to the Professional Services department
At-least 5+ years’ experience in an IT services position
Tertiary education, ideally a university bachelors’ degree (in any field)
Completed MCSE Certification
A valid driver's license and own vehicle to travel to clients’ sites
Proven ability to build strong relationships with clients
Technical problem solving skills & experience (Network, Server and Desktop)
Appetency Recruitment is a specialist recruitment agency and HR Consulting organization with headquarters in Melbourne.
We are NOT "recruiters specialising in recruiting in your industry" BUT "industry professionals with years of experience working in the industry who specialise in recruitment". Thus, we have been in your shoes and can relate to the challenges you face.