IT Helpdesk Level 1 and Level 2, Voice | For Pooling, AU Account  

Role and Opportunity

Your new role is to provide outstanding technical support services for our client’s staff and users, with quick problem-solving skills, less downtime, and constantly being updated to ensure that their needs are addressed within the assured timeline.

Purpose

As an IT Helpdesk, your daily tasks may include:

• Provide the first point of IT support contact for all staff
• Respond to user inquiries by following service desk procedures
• Provision of Level 1 support across a range of hardware and software
• Manage Helpdesk tickets by planning and prioritising systematically to minimise backlog and ensure operational efficiency.
• Maintain and update inventory of IT hardware and assets.
• Ensure all requests are logged in the service desk system;
• Communicate to users as to the progress of their inquiries from receipt to closure of the call;
• Advise users about service desk and operational support facilities and procedures;
• Ensure user accounts for new starters are properly created and profiled on their laptops;
• Identify and advise the Service Delivery Manager of recurrent user inquiries; and
• Involvement in other IT projects.

Clear is looking for an IT Helpdesk to work with our Australia-based client in the Managed IT Services and Professional Solutions industry. Our client develops custom products and offers managed IT support to help businesses with their IT needs, so companies can focus on growing their business.

IT Helpdesk Level 1 - Essential Experience

• At least 3 years of experience as a Service Desk Technician or in a similar role providing level 1 support
• BS in lnformation Technology graduate or a related degree is desirable

IT Helpdesk Level 2 - Essential Experience

• At least 4 years of experience as a Service Desk Technician or in a similar role providing level 2 and level 3 support
• BS in lnformation Technology graduate or a related degree is desirable

Required Attributes

• High degree of accuracy and attention to detail
• Strong organizational skills with flexibility to perform relevant tasks as required by clients
• Excellent customer service skills
• Demonstrated ability to adapt to change and competing demands
• Excellent verbal and written English communication skills
• Ability to work well both independently and collaboratively within a team

Advantageous (Optional)

• Australian account handling experience