PRO IT are a managed MSP Service Provider. We are looking for enthusiastic juniors who have a commitment to customer service and a great work ethic.

Level 1 helpdesk - 24 x 7 Mixed Shift Role - must be a resident within 30 mins travel time to Yarraville.

Immediate Start - March 2025

Main Tasks are to answer the phones/emails/client portals to provide first line ticket troubleshooting, management and delegation of tasks to our internal engineers.

The successful candidates will have fluent written and verbal English skills, and a confidant projection over the phone.

Key responsibilities include:

• Demanding Role, must have attention to details to manage each client requirement
• Managing all incoming calls and requests (phone, email, web) to the Service Desk which will involve problem detection, ticket reporting and escalation to IT issues to the Technical Engineers
• Responsibility for taking ownership of customer queries, raising tickets and following through with engineers to closure, keeping customers updated on the progress of their tickets
• Display Skills in attempting to troubleshoot and work across level 1 I.T tasks and queries
• Monitoring of system operations tools, managing and escalating as appropriate
• Completion of daily, weekly and monthly tasks (client reporting, operational checks etc)
• Coordinating deployment of engineers to site for 24x7 jobs, including assignment, requesting access tickets, maintaining calendar appointments and communication through life cycle of the job and time sheet recording.
• Future progression to Level 1 Support for IT related queries and requests for assistance via the Service Desk

Personal Work Attributes and Duties:

• Excellent proficiency of English language, both verbal and written communication skills
• Effective phone manners and listening skills
• Attention to detail, time management, ability to prioritize and deliver to schedule
• Professional approach to call taking and ticket management
• Customer service focus
• Strong work ethic and well presented
• Able to multi-task and meet deadlines
• The ability to learn and then support new software and systems
• Work with other team members across the business to continuously improve the processes

Skills and Experience Required

• Articulate Phone Mannerism
• Flexibility with Shifts
• Experience in a MSP Call Centre environment
• TAFE or Equivalent Diploma in I.T desirable for troubleshooting
• Intermediate MS Office, Outlook / Excel skills
• Effective Time Management

To be successful in the role you will be:

• Must have full working rights in Australia
• Work 24*7 - 8 hour shifts rotating, this includes public Holidays, evenings and weekends
• Open for applicants who live within 30 mins from our office location, have their own mode of transport.

We encourage all junior applicants to enrol as a stepping stone into the I.T Industry with a dynamic and growing company. We offer great rates, work environment and room to grow internally. Annual Performance Based Reviews, Bonuses and Allowances

Applicants must have full working rights in Australia.

Temp, Student or holiday visa are NOT eligible to apply.