Service Desk Technician

Australian Unity
Type: Full-time
Australian Unity
Level: Junior Level
3 years ago
Deadline: 2020-11-11

Job Description

  • Provide support and fulfil requests (incidents, problems, requests, tasks, etc.) via incoming engagement channels (Phone, email, portal etc.).
  • Be the voice of the Customer in technology interactions. Consider their needs, capabilities and constraints and represent them back into Technology.
  • Take ownership of all phases of case lifecycle, ensuring status and resolution (including timely progress updates) are communicated to the customer.
  • Drive increased Customer Satisfaction through excellent communication and delivery skills.
  • Refer issues that cannot be resolved at the Desk to level 2 or 3 support, taking accountability for the hand-over and remaining engaged to ensure timely resolution.
  • Suggest new ways to improve the customer experience.
  • You will not value speed or volume over quality, always ensuring that every customer interaction counts.

Job Requirement

  • Similar experience in an IT Level support role, with at least 2 years IT Service Desk Support experience.
  • Excellent phone manner and face to face customer service skills.
  • Clear written and verbal communication skills.
  • Experience in supporting Windows (Win 7 & 10) desktop operating systems in an Active Directory Environment.
  • Experience providing support in a wide range Microsoft Office products.
  • A practical understanding of the ITIL framework with foundation certification is advantageous.
  • Demonstrates an interest in technology trends.

Company Introduction

Australian Unity is Australia’s first member-owned wellbeing company, delivering health, wealth and care services.

We Accept



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