Senior Technical Support Officer
- Full time permanent position working for a leading client based in Kwinana
- Experience with Cisco Finesse for Team phone data
- Great opportunity to grow in your career
Our client is looking for a Senior Technical Support who can provide mentoring and support to Technical Support Officers.
Responsibilities:
- Provide mentoring and support to Technical Support Officers.
- Drive continuous improvement initiatives within the Service Desk team to improve efficiency and customer satisfaction.
Mentoring and supporting technical support officers. - Monitor call volumes and themes, service alerts and monitoring solutions to identify, notify and report on service interruptions.
- Assist in tracking key metrics across Service Desk and the wider team in relation to ITSM processes with a specific focus on first call resolution and SLA adherence
- Document key systems and procedures to improve service levels and provide improvement ideas to technical teams to enhance existing and new systems.
- Deliver training to help users best utilise their PC software and standard operating environment.
Key Competencies
- Sound experience in level 2 Technical Support.
- Strong communication and verbal skills.
- Knowledge in utilising ticketing systems to assist in managing issues and requests from the business.
- Knowledge working with ITIL framework and understanding ITIL processes and procedures.
- Experience in Incident Management.
- Previous experience in supporting Microsoft Windows desktop and mobile devices.
Experience in SCCM Operations.
If you have the experience we are seeking for the above role, please apply now via the link below to be considered.
Contact: Priyanka Shah - (08) 9423 1405 - (Job Reference: 248869)
