NSW Helpdesk Consultant

Summary about this job

Detail information about job NSW Helpdesk Consultant. Terms and conditions vacancy

HelpDesk Consultant 
  
Objective  
Support clients with ordering and managing their online searches and services.  
  
Reporting to: Helpdesk Manager  
  
Responsibilities (key tasks and requirements of the role) 

• Actioning inbound and outbound calls as assigned and supporting clients with searching related issues to set KPIs, e.g. customer satisfaction, response time, calls taken/closed, etc. 
• Recording detailed information for calls requiring further escalation, including step-by-step reproduction of the issue.
• Maintaining up-to-date knowledge of InfoTrack products and services.
• Communicating promptly, clearly and accurately with clients and InfoTrack teams to assist customers. 
• Providing client support to resolving escalated calls from 1st Level Helpdesk. 

Competencies (essential behaviours required for the role) 

• Communication - Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message. 
• Managing Work - Effectively managing one’s time and resources to ensure that work is completed efficiently.
• Applied Learning - Assimilating and applying new job-related information in a timely manner. 
• Technical/Professional Knowledge - Having achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise. 
• Building Loyalty - Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty. 
• Client focus - Ensuring that the client‘s perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet client and business needs.  

Job Style (types of activities/responsibilities required in the role) 

• Details - Working on tasks requiring great attention to detail.  
• Continuous Learning - Increasing knowledge and skill when circumstances call for additional learning. 
• Task Variety - Working on several different tasks or projects. 
• Achievement - Meeting increasing work challenges. 
• Promotion Opportunities - Earning positions of greater responsibility/status. 

  
Knowledge and Experience (knowledge and experience required for the role) 

• Call Centre experience is desirable. 
• Excellent verbal and written communication skills 
• Strong time management skills with the ability to prioritise 
• A high level of attention to detail 
• Ability to work autonomously and as part of a team. 
• Friendly, helpful and team driven disposition 
• Experience in Software / IT Technical Support is desirable, but not essential. 
• Legal, Conveyancing or Searching industry experience and/or qualifications is desirable, but not essential.