Job Description

Are you a customer-obsessed problem solver who thrives in a fast-paced technical environment? At Teletrac Navman, we're looking for a Senior Service Desk Agent who takes ownership, solves problems at the root cause, and delivers exceptional customer outcomes every time. This is not a ticket-logging role. You'll be the first and most key point of contact, trusted to diagnose, resolve, and influence customer experience across our ANZ region.

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What You'll Do

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Own customer requests end-to-end across phone, email, and chat
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Diagnose and resolve Tier 1 technical issues efficiently and accurately
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Identify root causes, not just symptoms – drive first contact resolution
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Maintain high-quality, detailed records across CRM and systems
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Partner with internal teams to escalat and close complex cases
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Contribute to improving processes, knowledge, and team performance
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What Sets You Apart

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You take ownership and don't pass problems on prematurely
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You're curious and analytical, not just reactive
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You communicate clearly and confidently with diverse stakeholders
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You thrive in structured, fast-moving settings
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You genuinely care about delivering a great customer experience
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2+ years in customer-facing technical support (phone + email essential)
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Robust foundational IT knowledge (applications, systems, troubleshooting)
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High attention to detail and ability to multitask effectively
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Confidence working autonomously and within a team
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Flexibility to work rostered shifts (Sunday–Thursday, afternoon/evening hours)
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📌 Technical Support, Tier 1 New South Wales
🏢 Teletrac Navman
📍 New South Wales