L1 Helpdesk Technician (SA)

Purpose of Position

To provide technical assistance and support via phone, email or chat, to end-users who are experiencing computer hardware, software, or network-related issues. Their primary goal is to resolve technical problems and ensure that computer systems and networks are functioning properly to minimise downtime and optimise productivity.

• Provide a memorable customer experience with every customer contact by ensuring every service request is handled professionally;
• Provide telephone and ticketing support to internal and external customers;
• Investigating, diagnosing and assessing basic technical problems reported by customers;
• Document all customer interactions in our Professional Services Automation (PSA) system;
• Collaborate with the Technical & Engineering team to diagnose problems and identify corrective actions for customers;
• Review and update knowledge base and technical support documentation to reflect current technical information on process or product;
• Support clients within all SLA metrics and maintain communication throughout the entire process of incident management;
• Work with third party vendors and software providers to maintain and resolve product issues for our clients’ systems.
• Follow agreed process and procedures by logging issues, requests and questions.
• Maintain and administer systems, which include computers running Windows OS or mac-OS, Microsoft Office, basic printing, internet, email and Windows server support.

Other Duties

• To assist with workshop related tasks & duties, specifically coordinating deliveries, new workstation/laptop deployments.
• To assist with the procurement and set up of hardware deliveries for projects.
• To provide ad-hoc or scheduled on-site IT support for clients where issues cannot be resolved remotely, or where on-site support is required for On-boarding of a new client.

Skills and Competencies

• Customer service focused: Committed to providing exceptional customer service across all methods– written, phone and face to face.
• Communication: The ability to communicate clearly and concisely, varying communication style depending upon the audience, internally and externally.
• Attention to detail: Excellent attention to detail and written skills when communicating with others, including documentation both internally and externally.
• Problem Solving: The ability to diagnose and troubleshoot issues confidently and efficiently.
• Time management and Prioritisation: Able to prioritise tasks, manage time effectively, and work efficiently to meet service level agreements (SLAs) or response time targets.
• Organisation: Is able to manage, plan and prioritise tasks in a logical and orderly manner.
• Inclusive: Willingness to assist and support others as required within a team environment.
• Transparency: Communicate freely and effectively and is open to feedback on performance.
• Approachability: Receptive to others views and happy to assist other employees when needed.
• Passionate: Encourages others and always bring their best self to work.
• Accountable: Owning situations and outcomes.

Technical Skills and Experience

• Minimum 1 Year previous MSP or Service Desk related experience (highly desirable, not essential)
• Certificate 3 in Information Technology, Bachelor of Information Technology or similar (essential)
• A current driver’s license (essential)
• Certification in Microsoft 365 Fundamentals, Access 4 VoIP, Azure, Windows / Apple operation systems, Level 1 Microsoft Server Service Management Experience (Active Directory, Exchange, DNS, IIS, etc.) (highly desirable, not essential)
• 2 Years experience in a customer facing role