SERVICE DESK ANALYST
NEC AUSTRALIA PTY LTD
WOLLONGONG, NSW, 2500
NEC is a leading technology company that delivers a complete portfolio of ICT solutions and services to a wide range of enterprise and government customers across multiple industries. We offer a full range of services including consultancy, business process and project services, applications and solutions development and infrastructure and applications managed services.
We are now managing the support of the End User Computing environment of a significant government agency from our newly opened facility at the University of Wollongong's Innovation Campus. This has created exciting career opportunities for people wishing to join our Customer Service team as Service Desk Analysts.
Service Desk Analysts are the first point of contact when a customer experiences an ICT issue, and provide first level support by phone, instant messaging and email to ensure that customer ICT issues are resolved.
Key responsibilities will include:
Providing exceptional customer service
Remote troubleshooting and problem resolution
Accurate recording of calls, incidents and service request information
Assigning incidents and requests to the correct support groups
Publishing and reviewing knowledge base articles
We are now seeking people with recent experience in a customer service or service desk environment or similar to join our team. You will have a passion for ICT and would like to be part of a team delivering service and support with a great customer service focus. Your communication skills will allow you to interact positively with your fellow team members. You will also be self-motivated, with a positive attitude towards your work.
We foster an environment of energetic, motivated and passionate team members who take pride in creating their own successes, we take ownership of customer problems and are polite, friendly, patient and professional at all times.
We provide support to our customer on a 24x7 basis but our current rosters mean you will only be required work evening / afternoon / weekend shifts for one week every five weeks. The rest of the time you will be working on a rotating shift roster from Monday to Friday.