Service Desk Support Agent

Brennan IT Pty Ltd

Service Desk Support Agent

Purpose of Role
  • To provide customer service Inbound & outbound support to Brennan IT clients, engineers and staff. To coordinate, collaborate and escalate task within established timelines.
  • To continuously improve the Efficiency and Excellence of Service Delivery as measured by Client Satisfaction ratings.
  
Key Skills - Essential
This role requires the follow Competencies and Experience;
  • Must be a BSC-IT/MSC-IT/BE (IT)/ME (IT) fulltime graduate.
  • Must be able to learn and support new and quickly changing technologies.
  • Ability to research solutions or information regarding technical issues.
  • Excellent interpersonal skills.
  • Good work habits under pressure.
  • Familiarity with a wide range of standard office automation products.
  • High energy level.
  • Detail oriented.
  • Must have a good command of the English language in order to provide effective phone, desk-side, and email support.
  
Desirable
The following Competencies and Experience would be an advantage in this role; 
  • ITIL Service Management accreditation
  • ITIL V3 Foundations certified.
  • Good understanding of ITIL.
  • Understanding of Technical Support role, Windows Sever 2008/2012, Active Directory, VMware/ Virtualization, DHCP, DNS, Outlook Configuration, O365, Microsoft Azure etc.
  
Key Responsibilities
Whilst your day to day activities will vary to meet your Roll’s Mission, KPIs and the operational requirements of the job, we envisage the following key activities being required to achieve success in the position;
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Respond to email messages for customers seeking help.
  • Ask questions to determine nature of problem.
  • Walk customer through problem-solving process.
  • Monitor and respond quickly and effectively to requests received through the IT helpdesk
  • Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
  • Modify configurations, utilities, software default settings, etc. for the local workstation
  • Utilize and maintain the helpdesk tracking software
  • Document internal procedures
  • Install, test and configure new workstations, peripheral equipment and software
  • Maintain inventory of all equipment, software and software licenses
  • Assign users and computers to proper groups in Active Directory
  • Perform timely workstation hardware and software upgrades as required
  • Provide first level contact and convey resolutions to customer issues
  • Properly escalate unresolved queries to the next level of support
  • Track, route and redirect problems to correct resources
  • Update customer data and produce activity reports
  • Walk customers through problem solving process
  • Follow up with customers, provide feedback and see problems through to resolution
  • Utilize excellent customer service skills and exceed customers’ expectations
  • Ensure proper recording, documentation and closure
  • Recommended procedure modifications or improvements
  • Preserve and grow your knowledge of help desk procedures, products and services.