- CBD Based with Flexibility to work part remotely once established
- L1 / L2 Support via Phone / face to face / email
- working within a close knit team
IT Support
An IT Support Analyst Serving as the first point of contact providing L1 and L2 technical support & assistance over the phone, face to face or via email for internal employees and stakeholders of all levels.
Key Responsibilities
- Performing remote troubleshooting through diagnostic techniques and pertinent questions
- Determining the best solution based on the issue and details provided by customers
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel - escalation
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information - also follow up with escalation team
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
Essential Experience
- Previous experience supporting stakeholders of all levels including
- senior team members \ executive
- High confident manners and attitude
- Proven experience as a help desk technician or other customer support role
- Tech savvy with working knowledge of Windows environment
- beneficial if you have experience with : Mac, Citrix, SQL.
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve basic technical issues
- Excellent verbal and written communication skills
- Customer-oriented and cool-temperament
If interested in the role, please select APPLY or contact Richard.bissitt@peoplebank.com.au Quoting reference 214004
