Key Responsibilities
- Provide timely resolution of incidents and service requests while maintaining a strong customer-service focus.
- Deliver technology support services in line with agreed service levels and key performance indicators (KPIs).
- Troubleshoot and resolve technical issues, escalating complex matters where required.
- Maintain accurate documentation and ensure technical and process knowledge remains up to date.
- Contribute to continuous improvement initiatives and identify opportunities to enhance service delivery processes.
- Monitor trends, share insights with team members, and support the achievement of team goals.
- Collaborate effectively with peers, leaders, and stakeholders to deliver positive outcomes.
- Stay informed on emerging technologies and best practices within IT service delivery.
- Strong interpersonal, communication, and customer service skills.
- Excellent analytical thinking and problem-solving capabilities.
- The ability to manage multiple priorities in a fast-paced environment.
- Experience working within a technology support or service delivery function.
- A genuine passion for helping customers and delivering high-quality outcomes.
- An understanding of service management principles and technology support processes.
- Experience working to SLAs and performance targets (highly regarded).
- Tertiary qualifications in Information Technology, Computer Science, Engineering, or a related discipline (preferred).
- ITIL certification or knowledge of IT service management frameworks (preferred).
- A proactive and collaborative approach to teamwork.
- Strong stakeholder engagement skills.
- A commitment to continuous learning and improvement.
- The ability to adapt quickly and thrive in a changing environment.
- A focus on delivering outstanding service and customer experiences.
If you're passionate about technology, customer service, and solving problems, we'd love to hear from you.
Apply today and take the next step in your IT support career.
Peoplebank and Leaders IT are committed to creating a diverse and inclusive workplace where everyone belongs. We welcome applications from people of all backgrounds, identities, and experiences. If you need adjustments to the recruitment process due to your circumstances, please let us know—we’re here to support you.
