1. Provide Level 1 technical support to Interactives Managed Services customers across Australia, providing first call resolution or fulfillment where possible to meet agreed Service Level Targets.
2. Create and resolve Incident tickets on behalf of customers. Perform first level investigation, diagnostics and troubleshooting for cloud and end user services.
3. Fulfil Service Requests for customers and end users.
4. Manage tasks, ticket queues and priorities effectively to meet deadlines and customer expectations.
5. Coordinate, collaborate and escalate incidents and requests within established service levels.
6. Consult with various partners and support teams to achieve the desired outcome for our customers.
7. Work within a rotating roster between the hours of 07:00 and 20:00, Monday to Friday, including public holidays and weekends, where required.
What we are looking for:
8. Knowledge and experience working in a desktop support role, with robust troubleshooting skills.
9. Experience managing and troubleshooting Microsoft Azure, Active Directory administration, Citrix or Virtual Desktop management, Email Provisioning, Exchange management and Office 365.
10. Strong customer focus and effective time management skills.
11. Effective communication and people skills, with the ability to create positive customer relationships.
12. Ability to work as a team member, and as an individual.
13. Experience with processes aligned to the ITIL framework is desired, but not essential.