Members Support Officer Level 1 (Service Desk)

Summary about this job

Detail information about job Members Support Officer Level 1 (Service Desk). Terms and conditions vacancy

• Entry level help desk support officer
• Join an innovative and fast growing company
• Let us help you develop your customer service and IT skills

About the business and the role

FYB started in 2004, and we've been on an epic ride ever since. From our beginnings as a one-woman band in our original founder, to a company with more than 25 employees and a diverse customer base across Australasia. 

At FYB our customer promise is to provide secure, easy to use, leading edge technological solutions, to enable organisations to harness the power of their information so they can provide excellent services to the community.

We've stayed true to our core beliefs—to deliver the best information governance, systems and solutions to our customers. We owe a huge thanks to our customers for joining us on this awesome journey, and we hope that they will continue to be part of our story.

Our offices are located in Williamstown, just 15 minutes west of Melbourne.

Job tasks and responsibilities

HELP DESK / SERVICE DESK

• Take incoming Service Desk calls / emails / online support and ensure requests are logged, investigated, tracked and answered within Service Level Agreements (SLA's)
• Liaise with customers for troubleshooting resolution of requests 
• Liaise with third party software vendors where required for advice and assistance with troubleshooting and resolution of requests
• Escalation of service requests to second level if unable to be resolved
• Complete monthly and annual remote maintenance of systems for customers to ensure they are running appropriately, being backed up and that data is maintained securely
• Provide communications to customers about software updates, patches, bugs and legislative changes to records compliance and document management requirements

DOCUMENTATION

• Write and maintain documentation for Service Desk Knowledge Base
• Document and maintain version control of software for customer sites

PERSONAL DEVELOPMENT 

• Maintain and upgrade your skills as required
• Continually review work practices to make improvements
• Undertake professional training to increase skill level
• Contribute to the maintenance and development of procedural documentation needed to perform your role

Skills and experience

This is an entry level position and is open to both in-experienced and experienced applicants.  We would encourage anyone with the following backgrounds to apply:

• University graduates
• High School graduates
• Anyone who has completed a TAFE and or specific I.T. courses

Job benefits and perks

FYB is a progressive company in every aspect. We enjoy a friendly and unique working experience and provide our team with opportunities to further advance their skills through training and mentoring.

The FYB team work closely together and as such the successful applicant would need to be able to work effectively within a team environment.

We hold a strong focus on a successful work/home life balance

If you are willing to prove yourself and work hard other benefits that will become available to you include:

• Provision of breakfast and fruit basket
• Company sponsored social and team-building events
• Fully paid GYM Membership
• Table Tennis
• Basketball
• Billards
• One day off for your birthday
• 'Sportsman Hours' – during major sporting events which are televised live overnight

Along with a competitive salary these are just a few of the benefits we offer along with a great working environment. Apply now to find out more about this great role.

This is a full time position and you must be eligible to work in Australia.  

Please note only shortlisted applicants will be contacted.

Please no recruitment companies.