Description
As End User Support, you'll be the first point of contact for our IT service, responding to support requests, logging and tracking incidents, and providing basic technical assistance across hardware, software, and connectivity issues.
You'll focus on delivering an exceptional customer experience, resolving immediate issues where you can, and efficiently escalating more complex problems to our specialist IT teams in Australia and France.
This role is highly customer-facing and ideal for someone passionate about technology and keen to build a career in IT support.
Responsibilities:
- Act as the first point of contact for IT support, answering incoming requests via phone, email, chat, and the self-service portal in a timely, professional, and courteous manner.
- Log, categorize, and prioritize all IT incidents and service requests in the IT Service Management (ITSM) system, keeping end-users informed of progress and managing expectations until issues are fully resolved.
- Provide first-line troubleshooting for common issues, including basic hardware, standard software, local network connectivity, and local printing/scanning.
- Escalate more complex technical problems to Tier 2/Tier 3 or specialized teams, ensuring all troubleshooting steps are documented and logging issues with corporate IT teams in Australia and France as required.
- Support IT processes and documentation by contributing to the IT knowledge base and assisting with IT inventory tracking.
- Collaborate with the wider IT team, demonstrating a positive, customer-focused mindset, learning from senior technicians, and contributing to a supportive, high-performing team environment.
Requirements:
- Strong commitment to providing a positive, empathetic, and patient customer experience.
- Excellent verbal and written communication skills, with the ability to explain basic technical concepts to non-technical users.
- Familiarity with Windows and/or macOS operating systems, standard office software, and basic computer hardware components.
- Strong analytical skills with a logical approach to diagnosing issues and finding solutions.
- Ability to multitask, prioritize a busy queue of incoming requests, and manage your time effectively.
Benefits:
- Opportunity to get an additional week of annual leave after your first year (25 days), volunteer leave, and dedicated celebration and wellness days.
- Participation in our bonus or OTE programs.
- Access to comprehensive training and development opportunities, including personalized development plans and a range of in-person and online courses to support your career journey.
- Parental leave and market-leading fertility leave.
- Fully supported hybrid working arrangements (subject to role).
- Opportunities to be part of employee-led steering committees across Diversity & Inclusion, Reconciliation Action Plan (RAP), Corporate Social Responsibility (CSR), and Sustainability.