About the business

Oreta is a leading technology services company that empowers business outcomes through advisory, delivery and managed services using network, cloud, security, and analytics. Our commitment to innovation and excellence has earned us numerous prestigious awards in the Australian technology sector, including recognition from ARN, Telstra, Deloitte and CRN. We maintain strategic partnerships with renowned industry leaders such as Microsoft, Telstra, Cisco, SentinelOne, Palo Alto Networks, VMware Premium, and Qualys, enabling us to deliver top-tier solutions and services.

Our success is underpinned by our people and their desire to constantly delight the customer. Our culture is made up of our behaviours and values which define the way we work together and service our customers. We are passionate about living and breathing our 4 Core Values which are at the heart of our culture:

Go Further

Thrive Together

Move with Velocity

Have Fun

About the role

Location: Melbourne (hybrid flexible working - work from home 1 day per week)

Due to continued growth and expansion of capability, we have an open position in our Melbourne based Service Desk team. As a Service Desk Agent in our shared hybrid model, working in a 24x7 environment, you will be responsible for providing high-quality technical support to our customers via phone, email, and chat. You will work in a fun team environment, collaborating with other wonderful Service Desk Agents and resolver groups to ensure timely resolution of customer issues. Your will target First Call Resolution and be responsible for managing SLAs, creating Knowledge base articles, updating CMDB and accurately documenting all customer interactions.

You will be based in Melbourne office and report to the Service Desk Manager.

Roles and Responsibilities

Provide first-level technical support to customers via phone, email, and chat, ensuring timely resolution of customer issues.

Provide exemplary technical support to customers via phone, email, and chat, ensuring timely resolution of customer issues.

Attain a high percentage of First Call Resolution tickets.

Manage service levels (SLAs), monitor response times, and escalate issues as needed to meet service level objectives.

Create and maintain Knowledge Base Articles (KBAs) to improve the resolution time of common issues.

Document all customer interactions accurately and thoroughly in our service desk ticketing system.

Follow established procedures and protocols for troubleshooting and resolving customer issues.

Actively participate in team meetings and training sessions to stay up to date on new products and services.

Identify opportunities to improve processes and procedures, and work with management to implement changes.

Maintain a positive, customer-focused attitude at all times, even in challenging situations.

Work collaboratively with other team members and support teams to ensure the highest level of customer service and technical support.

Monitor and respond to alerts generated by monitoring systems, ensuring timely resolution of any issues.

Provide proactive updates to customers on the status of their tickets, and follow up with them as needed to ensure their issues are fully resolved.

Identify trends and patterns in customer issues, and work with support teams to address underlying issues and improve overall service quality.

Participate in on-call rotations to provide after-hours support to customers as needed.

Contribute to process improvement initiatives, and work with management to implement changes to improve service quality and efficiency.

Provide training and mentoring to junior team members to help them develop their technical skills and provide high-quality customer service.

Maintain a high level of professionalism and positive attitude, and represent the organization in a positive and professional manner at all times.

Monitor and respond to alerts generated by monitoring systems, ensuring timely resolution of any issues.

Participate in incident response and problem management activities, working closely with other teams to investigate and resolve complex technical issues.

Configure and troubleshoot hardware devices and provide technical support to users.

These additional responsibilities demonstrate the breadth and depth of the Service Desk Agent role in a shared model with 24x7 coverage. The successful candidate will need to be able to handle a broad range of technical and customer service challenges, while working collaboratively with other teams to ensure the highest level of service quality and customer satisfaction.

Essential Criteria

Bachelor's degree in Computer Science or related field preferred

Experience with troubleshooting and technical support

Technical expertise and experience supporting at least two of these technologies:

Data Network infrastructure; Routers, Switches, NTU’s, Load Balancers

Security solutions; Firewalls, Endpoint Security, Vulnerability scanning

Server infrastructure; Private Cloud / Public Cloud IaaS, PaaS, Hypervisors, Microsoft Server Operating System, Linux,

End User / Modern Workplace Management and support; Microsoft Intune (EndPoint Manager), Windows / MAC Operating Systems, Office 365, Common off the Shelf Software (COTS)

Server Platforms / Applications; Microsoft Exchange Server, Microsoft SQL Server, Azure Virtual Desktop, Citrix Server

Strong customer service skills, with the ability to communicate technical information to non-technical customers

Understanding of Service Desk processes and ideally ticketing systems (e.g. ConnectWise, JIRA, Remedy)

Strong problem-solving and troubleshooting skills

Ability to work independently and as part of a team

Excellent communication and interpersonal skills

Flexible schedule, with the ability to work evenings, Saturdays, and public holidays as needed - rotating roster

Ability to multitask and prioritize in a fast-paced environment

Strong team player, with the ability to work collaboratively with other team members and support teams

Benefits and perks

Oreta takes pride in providing a service of excellence to our customers and looking after our employees who enable our business to succeed.

The successful applicant will enjoy working in the Melbourne office with friendly and highly driven team members (the Oreos), where ideas are always welcome and ongoing training and development is strongly encouraged. Employees are rewarded with monthly team events, Employee of the Month, Thursday afternoon drinks… just to name a few of the perks.

The remuneration will be negotiated based on the relevant skills and experience of the successful applicant.

If you are interested in a long-term career with potential to develop and grow with the business and are available to start immediately, then we look forward to hearing from you.

NOTE

Short-listing and interviews for this position will commence immediately.

Oreta will not receive any unsolicited resumes from recruitment agencies and will not pay any related fees for such resumes.