The Culture of Empowerment at NRI
Flourish in a culture that empowers you to achieve customer outcomes and gives you a sense of ownership for the company's development as a whole.
We form a highly motivated, customer-focused workforce.
The Opportunity in Managed Services (MSP) Division
Due to continued growth, we offer Service Desk Analysts the opportunity to dive into their new career.
Learning and training on the job, completing certifications through our established Career Pathways Program, and spending time outside the service desk learning from senior members.
Requirements for the Role
Responding to phone, email, and event alerts within contractual SLAs;
Achieving high customer satisfaction through quality service and accurate process following;
Key Responsibilities
* Respond to phone, email, and event alerts within defined, contractual SLAs;
* Achieve high level of customer satisfaction through high quality of service and accuracy in following processes and procedures;
* Correctly identify Priority 1 and 2 incidents and act on them in relation to major Incident Management processes;
* Use knowledge (own and group), remote troubleshooting tools, and reference databases to resolve incidents remotely;
* Keep customers updated;
* Contribute to Knowledge Management;
Desired Experience
Demonstrated experience in a similar role or fast-paced customer service environment;
TAFE Certifications are highly regarded;
About You
Australian Citizen with ability to gain a Federal Government Security Clearance;
Strong stakeholder engagement & management skills;
What's in It for You?
In exchange for your exceptional technical skills, customer-focused performance, and out-of-the-box thinking, you'll be rewarded with a career-changing experience only consulting can provide;
Diverse and challenging project work;
NRI's Commitment to Diversity & Inclusion
We celebrate the diversity of people and pride ourselves on ensuring everyone belongs;
We value our collaborative culture and work together to support community organisations and social issues;
We're an equal opportunity employer considering all applications without bias;
About Us
We deliver transformative digital solutions that take more than IT expertise;
We design, implement, and manage digital solutions that are personalised and progressive;
We're a partner you can count on for precision and vision to help you progress;
We're backed by global reach and local decision-making authority;