IT SERVICE CALL COORDINATOR

Immediate start, casual, long-term potential - or permanent down the track

Large outsourced service provider of IT help to commercial and government businesses

Full time hours, Mon to Fri, 37.5 hrs pw (8:30am start) in head office

This is an ideal admin/customer service role to suit a well-organised IT-savvy person with a 'Can Do' attitude and friendly (phone) manner. You are a natural "juggler" of priorities, which change all the time when you are dealing with technical IT issues. The three things you are juggling are:

The progress of the company's response to a request for a Technician to attend a customer's site (Greater Melbourne area)

Whether there are any hitches, such as Technician is stuck in traffic; you ordered a spare part but it hasn't arrived yet; and matching this against the SLA (Service Level Agreement between your co. and their customer). This dictates the timeframe that must be met for a completed call, eg 4 hours or up to 48 hours

The all-important customer, waiting on a computer fix - managing the Service Call

So you can see, this is a DYNAMIC function, with ever-changing priorities, and needs a steady person holding the reigns who is calm and logical. In addition, you will know the 'language of IT', the vocabulary used, so you have a clear idea of the IT service issue in question. This can be desktop, laptop or printer related.

Naturally, you will be using a computer system to log-in, monitor and finally close each call, making suitable notes and reaching out with updates throughout. You will build close business relationships with your team of Techs, communicating clearly and regularly, tabbing their progress, escalating any issues, rostering them.

You must have your own transport. Our client will be moving to Derrimut in a few months, so this is going to be your commute from home. But, meantime, you will be asked to travel to MOUNT WAVERLEY. Once you are established and doing well in the role, consideration can be given to a possible WFH model, but MOST of the time will be at Derrimut office.

Are you prepared to put in the effort on the travel initially to secure a long-term opportunity in a great team? We are open to a rate between $37 and $41.85, plus super, depending on your current skillset. On-the-job training and support is provided.

Please send your current resume to SUE MATTHEWS at Employer Hub.