Service Desk Engineer

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This is a newly created role to manage incidents, provide technical support and prioritise customers to restore normal service operations.

Summary about this job

Help Desk & IT Support

Company: GO1 Pty Ltd

Location: Brisbane

Work type: Full Time

Salary: n\a

Phone: +61-7-8280-3278

Fax: +61-2-7403-2106

E-mail: n\a

Site:

Detail information about job Service Desk Engineer. Terms and conditions vacancy

Who are we looking for?

We are currently looking for an Incident Analyst who will implement and manage service levels across wide ranging customer types. You will be responsible for manageing the process to restore normal service operation as quickly as possible to minimise the impact to business operations for GO1's clients.

This is a newly created role - be part of a supportive and global team. 

Position Requirements:

  • Experience implementing and executing ITIL Incident Management best practice
  • Genuine care for the customer success, seeking their admiration
  • Ability to prioritise tasks and clients depending on the urgency of their incident
  • Excellent English (fluent written and spoken)
  • Excellent Communication skills (listening, explanatory, persuasion)
  • Excellent phone and chat manners
  • High ability to empathise and be likable, on the phone, email and chat.
  • Ability to work under pressure
  • Posses a team player attitude
  • Be comfortable with a fast-moving environment where constant change is the norm.
  • Must be flexible: responsibilities and requirements might change due to the nature of a fast changing startup company.
  • High alignment to the GO1 Values

Your responsibilities

Technical Support

  • Technical issues are quickly assessed (impact, risk) and effectively packaged before being escalated – the information exists to resolve issues without significant additional information being required.
  • Technical issues are resolved within agreed service levels – triage is part of day-to-day routine, it is manageable, distributed across the team and highly efficient.
  • All serious or repeat issues are handled end-to-end – there is collaboration with engineering and ownership of the problem until it is resolved permanently
  • Document troubleshooting steps and service restoration details, for internal team upskilling. 
  • Create and submit customer-facing knowledge-base articles, for improving the experience of our users.

Customer Support

  • Provide specialized investigation and diagnosis of all Incidents and Service Requests
  • Verify resolution with end-users and resolve assigned Incidents
  • Escalate Incidents at risk of breaching Service Level Agreement to the Global Support Lead
  • Work with online systems such as: ticketing/support systems (eg. JIRA Service Desk), learning management system, communication systems and other online tools.
  • Empower customers to self-service regular issues and queries effectively – with minimal touch from the 1st line support team.
  • Implement processes and controls to ensure knowledge is always current across all current system issues or areas for improvement.
  • As required answer, troubleshoot and solve technical and sales support enquiries via phone, online chat and email.

Collaboration

  • Learn and be an expert in GO1 products and services.
  • Educate and assist clients in performing tasks in our online LMS system.
  • Provide assistance and support to your colleagues and other teams whenever it is needed.
  • Live, breathe and champion the company values and culture.

About GO1

GO1 is growing to be the most used source of professional learning in the world. Seen as a global leader in the online learning space, customers come to GO1 to solve their training problems, enhance their training capability and ultimately create stronger, more highly skilled teams.

We are a Y-Combinator startup in rapid growth stage with offices in Brisbane, Sydney, Melbourne, San Francisco, Ho Chi Minh City and Kuala Lumpur. We have a strong company culture that rewards initiative, love for learning and passion in your field. Work with very smart people and have access to all levels of the company while making the world a better place.

Why you will love working here

Vibrant & Dynamic – we love what we do, we work hard to do it but we’re flexible and we have fun in the process.

Smart & Authentic – we’re a clever bunch and we love to share knowledge and experiences with each other – we’re also not afraid of some robust discussion.

Great work space – Enjoy free coffee, snacks and regular BBQs on site. We are a HR Award finalist in the category 'Employer of Choice'.

We are passionate about Learning - Enjoy unlimited access to the GO1 Learning platform - over 1000 training modules are waiting for you!

We’re in serious growth – GO1 is on a stable and rapid-growth curve and you’ll have the opportunity to grow with us.

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