Job Description
/n Purpose of Position /n To provide technical assistance and support via phone, email or chat, to end-users who are experiencing computer hardware, software, or network-related issues. Their primary goal is to resolve technical problems and ensure that computer systems and networks are functioning properly to minimise downtime and optimise productivity. /n /n /n
- Provide a memorable customer experience with every customer contact by ensuring every service request is handled professionally; /n
- Provide telephone and ticketing support to internal and external customers; /n
- Investigating, diagnosing and assessing basic technical problems reported by customers; /n
- Document all customer interactions in our Professional Services Automation (PSA) system; /n
- Collaborate with the Technical & Engineering team to diagnose problems and identify corrective actions for customers; /n
- Review and update knowledge base and technical support documentation to reflect current technical information on process or product; /n
- Support clients within all SLA metrics and maintain communication throughout the entire process of incident management; /n
- Work with third party vendors and software providers to maintain and resolve product issues for our clients’ systems. /n
- Follow agreed process and procedures by logging issues, requests and questions. /n
- Maintain and administer systems, which include computers running Windows OS or mac-OS, Microsoft Office, basic printing, internet, email and Windows server support. /n /n /n Other Duties /n /n
- To assist with workshop related tasks & duties, specifically coordinating deliveries, new workstation/laptop deployments. /n
- To assist with the procurement and set up of hardware deliveries for projects. /n
- To provide ad-hoc or scheduled in office IT support for clients where issues cannot be resolved remotely,



or where on-site support is required for On-boarding of a new client. /n /n /n Skills and Competencies /n /n
- Customer service focused: Committed to providing exceptional customer service across all methods– written, phone and face to face. /n
- Communication: The ability to communicate clearly and concisely, varying communication style depending upon the audience, internally and externally. /n
- Attention to detail: Excellent attention to detail and written skills when communicating with others, including documentation both internally and externally. /n
- Problem Solving: The ability to diagnose and troubleshoot issues confidently and efficiently. /n
- Time management and Prioritisation: Able to prioritise tasks, manage time effectively, and work efficiently to meet service level agreements (SLAs) or response time targets. /n
- Organisation: Is able to manage, plan and prioritise tasks in a logical and orderly manner. /n
- Inclusive: Willingness to assist and support others as required within a team environment. /n
- Transparency: Communicate freely and effectively and is open to feedback on performance. /n
- Approachability: Receptive to others views and happy to assist other employees when needed. /n
- Passionate: Encourages others and always bring their best self to work. /n
- Accountable: Owning situations and outcomes. /n /n /n Technical Skills and Experience /n /n
- Minimum 1 Year previous MSP or Service Desk related experience (highly desirable, not essential) /n
- Certificate 3 in Information Technology, Bachelor of Information Technology or similar (essential) /n
- A current driver’s license (essential) /n
- Certification in Microsoft 365 Fundamentals, Access 4 VoIP, Azure, Windows / Apple operation systems, Level 1 Microsoft Server Service Management Experience (Active Directory, Exchange, DNS, IIS, etc.) (highly desirable, not essential) /n
- 2 Years experience in a customer facing role /n /n

📌 Helpdesk Technician (Hindmarsh)
🏢 Comwire IT
📍 Hindmarsh