Service Desk Agent - L1
Kirra Services pty ltd
Posted 22 days ago
POSITION OVERVIEW
The Service Desk Agent provides high-level, specialised technical support from a helpdesk environment, focusing on specific and/or customised applications. The role involves handling escalated issues, supporting end users, and ensuring effective resolution through established processes. It requires both strong technical expertise and excellent communication skills.
ABOUT THE CLIENT
Our client is Australasia’s largest home-grown technology company, with over 6,500 employees across Australia, New Zealand, and Asia. Founded in 1965, the company delivers a broad range of IT and digital services, including cloud, cybersecurity, managed operations, software development, and business process solutions. Datacom partners with clients from government agencies to global enterprises, focusing on innovation, sustainability, and customer success, with a commitment to achieving net-carbon-zero by 2030.
KEY RESPONSIBILITIES
Provide specialised and escalated technical support via telephone or email.
Negotiate timeframes for solution implementation and update users during resolution.
Identify complex technical issues for escalation to senior staff or external vendors.
Escalate process or project improvements to enhance product use and reduce call volume.
Keep management informed of potential product, service, or training opportunities.
Log and access technical solutions within a database, documenting all communications.
Develop and maintain specialist knowledge in supported and associated products.
Deliver training to Helpdesk/IT support staff.
Ensure compliance with health and safety obligations, reporting hazards and incidents.
ESSENTIAL REQUIREMENTS
Broad understanding of desktop applications, systems administration, and network engineering.
Strong knowledge of the organisation’s technical environment and operating platforms.
High-level specialist knowledge of supported products/applications.
1–2 years’ technical support experience, with at least 1 year dedicated to specific applications/technologies.
Strong service orientation and customer focus.
Excellent communication skills.
Advanced problem analysis and problem-solving skills.
Relevant tertiary qualifications and professional certifications (e.g., MCP, MCSE)
DESIRABLE SKILLS
Additional professional certifications.
Deeper expertise in enterprise-scale environments.
Experience delivering technical training to IT support staff.
Australian Citizenship
Baseline Clearance or ability to obtain
About Kirra Services pty ltd
This company does not have any further information provided at this time. We encourage you to research the company by searching for them to learn more about the company or role in question before applying.
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