Tektalent has partnered with our flagship client who is a leading IT solutions provider that offers industry-leading customer service & technical advice across many verticals.
Our client provides a culture that will shock you with how good it is; you have the clear ability to grow within the business, and career progression is paramount to our client, who 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 oversee daily employee interactions with customers, with oversight of both ticket triage and ticket allocation.
This is a permanent role that 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, which heading into 2025 is a luxury not many will be able to retain in the market.
This role will suit someone who has a background in IT and service desk environments, or is passionate about IT and really wants to get into a role that will expose you to what it's like to work in a highly technical and high-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 oversee 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 by reporting on the state of allocation, trends, or problem areasSchedule and allocate jobs, either by performing service allocation or organizing the job boardFeed information back to L3s around inaccurate documentation for client sitesDesired Skills and Experience: Solid 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 apply: Hybrid role - You can work from home, on the road, or at a conveniently located office in Canberra with free onsite parkingThe 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 homeOpportunities like these do not come up often to get your foot into the door of a well-established and highly successful technology business50+ staff IT services businessDirect 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 directly for immediate review.
Tektalent looks forward to hearing from you.
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