Company Description VIS Global Pty Ltd is a leading provider of enterprise communication and customer experience management solutions, serving organizations across multiple industry sectors. The company delivers state-of-the-art communications technologies, including enterprise voice, unified communication, data networking, video, and customer experience management solutions. The VIS Global team is highly experienced in consulting, designing, implementing, training, and supporting complex communication environments.

Applicants can expect to join a specialist organization focused on innovation, reliability, and end-to-end service delivery for enterprise clients.

Job Role & Responsibiliity :

Work under supervision as part of a 5 to 10-person team, providing technical software, hardware and network problem resolutions to customers.

Assist with the diagnosis of problems, determining and implementing appropriate solutions; guiding and/or communicating resolutions to customers.

Work Monday – Friday on a variable roster, can be discussed at interview/on offer.

Respond to cases logged by Customer, Operations and Automated Ticketing.

Adhere to Service Level Agreement response and resolution time requirements.

Ensure cases are updated daily,



or as per customer Service Level Agreement.

Ensure all unresolved issues are escalated via the appropriate escalation path in a timely manner.

Comply with Customer change management policy and processes.

Follow all documented procedures for resolution and escalation of incidents.

Create and maintain all Operational documents for your assigned client.

Take ownership and be proactive in identifying areas for improvement within the customer workplace.

Handover cases and scheduled activities when away on leave or training.

Undertake internal training within the scheduled timeframe or as identified in your Training & Development Plan.

Retain ownership of Customer issues until resolved, escalated or accepted by another individual.

Liaise directly with Customers in a professional and courteous manner on service requests or problems, ensure an understanding of the business impacts associated with problems and keep the Customer informed as part of the resolution process.

Always collaborate with other staff and Customers.

Assist the Team Lead and Service Delivery Manager as required

📌 Service Desk Analyst (Melbourne)
🏢 VIS Global
📍 Melbourne