HELP DESK SERVICE COORDINATOR

Join a growing Sydney, Melbourne and Brisbane based MSP delivering professional IT Services across Australia.  We are looking for a highly organised, IT professional who can think on their feet, to coordinate our IT Support Team. If you are passionate about customer service and want an opportunity to stretch your knowledge and skills assisting with the resolution of client IT support tickets, this job is for you! 

As the Help Desk Coordinator, you will play a key role organising our support team, acting as a central point of coordination across all incidents and service requests. This role is responsible for coordinating our client IT support tickets from initial triage through to resolution, while ensuring service levels are met, stakeholders updated and ticket information is accurately recorded. Strong people skills are required to deal with both client service expectations and to ensure IT technical staff are available and aware of their service ticket priorities.

This role will suit someone with previous Service Desk experience, proven administrative and customer service experience. Strong general IT knowledge is favourable.

RESPONSIBILITIES INCLUDE:

·       Logging, triaging and coordinating tickets

·       Co-ordinating available technical resources/staff

·       Proactively manage ticket status & client expectations

·       Monitor adherence to processes and SLAs

·       Monitor Alerts and escalation requirements

·       Proactively monitor and identify recurring trends to identify service improvements.

·       Work collaboratively with internal team and project resources

·       Ensure documentation is updated

THE PERSON WE ARE LOOKING FOR:

·       Customer service focused.

·       Proactive, Organised & Detail oriented.

·       Can engage team members and create a productive environment.

·       Good Understanding of IT service delivery.

 CONDITIONS & REQUIREMENTS:

·       Be eligible to work in Australia

·       Be willing to work 5 days from either the Sydney or Melbourne CBD office.