Tektalent Canberra, Australian Capital Territory, AustraliaService Desk CoordinatorTektalent Canberra, Australian Capital Territory, AustraliaThis range is provided by Tektalent. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.Base pay rangeA$50,000.00/yr - A$75,000.00/yrTektalent has partnered with our flagship client whom are a leading IT solutions provider that provide industry leading customer service & technical advice across many verticals. Our client offers a culture which will shock you as to how good it is, you have the clear ability to grow within the business, career progression is paramount to our client, and they will invest in you to ensure your success in this role.We have been asked to assist with recruiting a Service Desk Coordinator to sit amongst the technical engineering team.The purpose of this role is to be responsible for overseeing daily employee interactions with customers and has oversight of both ticket triage and ticket allocation.This is a permanent role & offers the rare opportunity to get your foot into the door of a market leading IT business where this role has clear progression for growth within the technical teams. This role will also be hybrid from home and the office.This role will suit someone who has a background in IT and service desk environments, or passionate about IT and really want to get in a role which will expose you to what it's like to work in a highly technical and highly performing service desk environment.Position-specific tasks or responsibilities:Service Desk process improvement design and implementation with Service Desk Manager (such as new user guide improvements etc.)Level 1/2 Technical incidents and service requestsAssist the Service Desk Manager with Problem/Change/Escalation workflow where requiredTechnically across staff queuesEnsure escalations are working as intendedEnsure that triage is working timely and effectively (no cancelled jobs, no email or wrong users)Participate in team meetings presentations by reporting on the state of allocation, trends or problem areasScheduling and allocating jobs, either by performing service allocation or organizing the job boardFeeding information back to L3s around inaccurate documentation for client sitesDesired Skills and ExperienceSolid understanding of ITIL Service Management conceptsExperience with customer serviceExperience in an administrative roleExperience coordinating resources and being highly organizedA solid understanding of a service desk environmentExperience in an IT environment (Desirable)Experience in level 1 support (Desirable)Technical experience with Microsoft 365, Microsoft environments, ticketing systems (Desirable)Passion for IT and a desire to get into a junior IT roleBenefits & Reasons to applyHybrid role - You can work from home, on the road or at a conveniently located office very close to Brisbane CBDThe business has experienced 40% year on year growthClear progression path in place for this role into a more technical and more senior role within the teamUnique opportunity to get your first role in IT / Tech for a leading IT brandClose knit and friendly team that will welcome you and make you feel at homeDirect support and mentorship by the service desk managerOur client is a certified “Great place to work”Not your typical MSP churn & burn culture | very different approach to staff morale & culture buildingAverage tenure of the team is 2 + yearsNimble and fast-moving business that is hyper-focused on innovation and growthVery high culture rating across the businessPlenty of non-financial incentives around education, health / fitness, self-developmentConstantly evolving and changing the way they deliver solutions, heavy investment in automation & bleeding edge techPain free & efficient interview process - 2 rounds10 + years of strong reputation in the marketHighly focused on innovation & providing IT services / consulting across all the latest tech platformsCulture is a primary focus of the business, they strongly support growth, having a voice, promoting a flat management structure, collaboration, encouragement & support, diverse team working in cross collaboration and supporting the generation of ideas and opinionsBusiness heavily invests in training & support, internal progressionIf you are a passionate technology enthusiast and want your first gig in service desk coordination, please apply and we will review your application as soon as possible.Alternatively, you can email chris@tektalent.com.au directly for immediate review.Tektalent looks forward to hearing from you.Seniority levelMid-Senior levelEmployment typeFull-timeJob functionInformation Technology and Customer ServiceIndustriesIT Services and IT Consulting
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