Helpdesk Role – Level 1 / Graduate

Summary about this job

Detail information about job Helpdesk Role – Level 1 / Graduate. Terms and conditions vacancy

About our Business

Unlimited IT has been providing world class IT support and solutions to enterprise level businesses for over 15 years. During this time we’ve developed a strong reputation for our fast, reliable and accurate IT support services that give our clients the technical foundation they need to support the growth of their businesses. 

Our strength lies in our ability to take a holistic view of your business, including the challenges you may be facing, and then develop a custom IT solution that seamlessly integrates into your day to day operations.

What we need from you

Provide Technical Services in the form of maintenance and support to our customers.  The person will be responsible for maintaining a high level of customer satisfaction and improve overall customer relations.

The role of the Helpdesk/On-Site Support Technician is important to our business as you are considered the 'Front Line' in terms of initial contact with the client who may be experiencing an IT related problem.  As a result of this you must have the ability to think creatively and strategically as well as demonstrating a unique level of motivation and initiative.

Duties and Responsibilities

• Respond and resolve all customer queries (via phone, e-mail, job management system) in an efficient and timely manner

• Perform system maintenance checks and carry out on-site maintenance and repairs

• Perform daily backup checks

• Provide excellent service to all customers

• Frequently update customers on the status of jobs in progress

• Create and maintain customer network/systems documentation

• Carry out any ad hoc duties assigned by the Helpdesk Manager within timeframes provided

• Assist in responding to after-hours support in a rotational roster

• Assist in maintaining good client relationships

• Assist in the continuing growth of the business

• Assist staff with any other necessary help when required

• Always show a keen willingness to learn

Prerequisites

• A current Queensland Driver's license

• Be an Australian Permanent Resident

• Proven experience in Customer Service Environments

• Excellent interpersonal skills with the ability to develop healthy, professional working relationships with internal staff and our customers

• Previous Experience with Microsoft Operating Systems and Software

• Excellent communication skills – both oral and written.

• Ability to follow established protocols and procedures.

• Must be proactive and have a positive attitude.

• Flexibility and willingness to promote and adapt to change.

• Emotional resilience when dealing with irate customers.

• Strong organisational skills and ability to manage competing priorities in a busy environment.

• Must be equipped with your own sense of ability and strong willingness to further your skills.

• Must have Time Management skills

PREFERRED SKILLS / QUALIFICATIONS

• Previous experience in Managed Services Helpdesk roles

• Relevant I.T. Qualifications (B.IT, DipIT, Vendor Certification, etc.)

• Previous experience in Desktop/Laptop software/hardware troubleshooting

• Basic knowledge and understanding of IEEE 802 Networking