About this role
line-height:115%;font-family:"Times New Roman",serif">Role: - Senior Technical Support Executive (L1 Service Desk) mso-ansi-language:EN-AU"> line-height:115%;font-family:"Times New Roman",serif">Location: - Sydney line-height:115%;font-family:"Times New Roman",serif">Status – Permanent Full-Time role line-height:115%;font-family:"Times New Roman",serif">Rotational Shifts – 24*7 Support line-height:115%;font-family:"Times New Roman",serif">NOTE - Only applicants with Australia full work right, i.e., holding a valid visa will be considered for the role. line-height:115%;font-family:"Times New Roman",serif"> line-height:115%;font-family:"Times New Roman",serif">JOB DESCRIPTION: - mso-fareast-font-family:Aptos;mso-font-kerning:0pt">Position Summary mso-fareast-font-family:Aptos;mso-font-kerning:0pt">Provide 1 st level technical support, service restoration, fulfillment of service requests and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems. mso-fareast-font-family:Aptos;mso-font-kerning:0pt"> mso-fareast-font-family:Aptos;mso-font-kerning:0pt">Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Execute transactions as per prescribed timelines. line-height:115%"> font-family:"Times New Roman",serif;mso-fareast-font-family:"Times New Roman"; mso-font-kerning:0pt;mso-ansi-language:EN-AU"> mso-fareast-font-family:Aptos;mso-font-kerning:0pt">Required skill set Analytical and Problem-solving skills line-height:106%;mso-list:l0 level1 lfo1;tab-stops:list .5in"> Symbol;mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol">· font-family:"Times New Roman",serif">Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues line-height:106%;mso-list:l0 level1 lfo1;tab-stops:list .5in"> Symbol;mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol">· font-family:"Times New Roman",serif">Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues line-height:106%;mso-list:l0 level1 lfo1;tab-stops:list .5in"> Symbol;mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol">· font-family:"Times New Roman",serif">Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently line-height:106%;mso-list:l0 level1 lfo1;tab-stops:list .5in"> Symbol;mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol">· font-family:"Times New Roman",serif">Display ownership and accountability margin-bottom:8.0pt;margin-left:1.0in;mso-add-space:auto;text-align:justify; text-indent:-.25in;line-height:106%;mso-list:l0 level2 lfo1;tab-stops:list 1.0in"> "Courier New";mso-fareast-font-family:"Courier New"">o Quickly build trust and confidence with customer 106%;mso-list:l0 level2 lfo1;tab-stops:list 1.0in"> Own and resolve customer issues efficiently, effectively and empathetically margin-left:.75in;text-align:justify"> 115%;font-family:"Times New Roman",serif"> Mandatory requirement for experienced candidates: line-height:106%;mso-list:l0 level1 lfo1;tab-stops:list .5in"> Symbol;mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol">· font-family:"Times New Roman",serif">12-18 months’ work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc. line-height:106%;mso-list:l0 level1 lfo1;tab-stops:list .5in"> Symbol;mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol">· font-family:"Times New Roman",serif">Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows) line-height:106%;mso-list:l0 level1 lfo1;tab-stops:list .5in"> Symbol;mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol">· font-family:"Times New Roman",serif">Basic ITIL knowledge line-height:106%;mso-list:l0 level1 lfo1;tab-stops:list .5in"> Symbol;mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol">· font-family:"Times New Roman",serif">Ticketing tool SNOW or Any other tool line-height:106%;mso-list:l0 level1 lfo1;tab-stops:list .5in"> Symbol;mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol;color:black; mso-themecolor:text1">· font-family:"Times New Roman",serif">Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite, text1">of O365, Messaging, Outlook 2013-19, Skype for Business, Microsoft Teams, SharePoint and OneDrive for Business line-height:106%;mso-list:l0 level1 lfo1;tab-stops:list .5in"> Symbol;mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol">· font-family:"Times New Roman",serif">Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution. line-height:106%;mso-list:l0 level1 lfo1;tab-stops:list .5in"> Symbol;mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol">· font-family:"Times New Roman",serif">Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions