Junior Service Desk Technician (L1)
Posted
Summary
A first-line (L1) IT support role on Envisage Technology's internal IT team in Albion (Melbourne, Australia). Day to day, the technician handles user technical issues via phone, email and in person, aiming for fast resolution and high customer satisfaction.
Summary:
We are seeking a motivated Junior Service Desk Technician (L1) to join our IT team in Australia. This role is essential for providing first-line support to our users, ensuring that technical issues are resolved efficiently and effectively. The successful candidate will play a key role in maintaining high levels of customer satisfaction and contributing to the overall success of our IT operations.
Responsibilities:
- Provide first-line technical support to users via phone, email, and in-person.
- Diagnose and resolve hardware and software issues in a timely manner.
- Log and track all support requests using the service desk management system.
- Assist in the setup and configuration of new hardware and software.
- Maintain documentation of technical procedures and user guides.
- Escalate complex issues to senior technicians as necessary.
- Participate in ongoing training and development to enhance technical skills.
Qualifications:
- A relevant qualification in IT or a related field (e.g., Certificate IV in Information Technology).
- Previous experience in a customer service or technical support role is preferred.
- Basic understanding of computer systems, networks, and troubleshooting techniques.
- Strong communication skills, both verbal and written.
- Ability to work effectively in a team and independently.
- A proactive approach to problem-solving and a willingness to learn.