IT SERVICE DESK SUPPORT TECHNICAN ABOUT US: Direct Group is one of Australia's leading direct to consumer retailers.It is a trusted provider of products and services to the growing, high spending senior demographic which is often neglected and not effectively reached by traditional retail and e-commerce players.The Group markets and sells in Australia, New Zealand and Asia communicating directly with its customers through online, print, television and digital publishing.Direct Group operates the divisions of INNOVATIONS and TVSN.ABOUT THE ROLE: Our people are the heart and soul of our business and due to continuous growth, we are looking for an experienced IT Service Desk Support Technician to join our IT Service Desk team.You will provide first and second level IT support to our group of companies.You will work closely with the broader IT team and have the opportunity to develop your skills in multiple areas.WHAT YOU WILL DO: Troubleshoot and investigate all first and second level IT issues and escalate when necessary Monitor and maintain desktops, laptops and mobile technology Supporting Windows 10, Mac OS, M365, Nice CX and more Assist with telephony system support and admin Install and configure computer hardware, software, networks, printers User account creation and management Deliver a high level of customer service Manage and liaise with external support vendors ABOUT YOU: Excellent communication skills including the ability to build rapport with customers face to face, on the phone and via e-mail High level of customer service Excellent troubleshooting skills Highly pro-active with the ability to prioritize tasks and manage your time with minimal direction.Experience with providing on site and remote support Prefer 2 years previous IT support experience Experienced with the Microsoft suite of products including Windows, Office, Active Directory, Exchange, Microsoft 365 Experience in troubleshooting hardware, network and software issues, supporting desktops in a Microsoft and Mac OS environment.Willingness to learn and develop new skills Must already have the right to work and live in Australia as this role is office based in Frenchs Forest WHAT'S IN IT FOR YOU: Growth and learning opportunities; experience a broad range of technologies Excellent staff sales and product discounts On-site café On-site parking Social club Free membership to SONDER health and wellbeing for you and your family