Service Desk Agent DJC Systems Pty Ltd location Melbourne.

Reporting directly to the Service Desk Manager, the Service Desk Agent is responsible to efficiently operate the call dispatch system and liaise with customers effectively. Key responsibility is to triage incoming jobs via phone call & email, work cohesively with the Systems Engineers and client base to achieve a high level of response & customer satisfaction.

The position provides a professional and friendly manner to customers and stakeholders at all time with clear and concise communication. This exciting role is integral to the effective operation of the service team and has multiple IT pathways into system engineering, networks & management positions.

About the company DJC is a national technology provider who excels in professional services, managed services & high end solutions for any form of business. We are a close-knit team who are deemed as highly professional and employ like minded staff to maintain our reputation, We are client focused, work with a range of different clients and are consistently moving through rapid growth ever 3 months.

About the role you will be an experienced Service Desk Agent / analyst / Technician Level 1 who will join the dynamic DJC Systems team. We like to ensure every single team member has a big impact, experiences a fun yet-driven career, as we grow, we make sure our staff grow and come on the journey with us. You should have at least 1 years experience working on a service desk (MSP or non-MSP) in a Tier 1 / Level 1 capacity managing incidents and service requests through the ticketing system.

Day to day you will handle BAU items, respond to clients, resolve calls via the ticketing system such as password resets, laptop/Desktop troubleshooting, WAN/LAN troubleshooting (Tier 1), user logon issues, active directory, router troubleshooting (tier 1), follow knowledge articles to resolve incidents / requests.

Key requirements ability to deal with busy, high-pressure situations. Familiar with the computerised dispatch program Connectwise. Good telephone manner. Good computer skills. Excellent Communication skills. Attention to Detail, follow-up on outstanding items. High level of customer service and ability to comply with Service Management processes. Strong knowledge of Windows 10, Laptop, Desktop's & basic Wi-FI systems. Good understanding of current technologies. Ability to work independently with minimal supervision.

Desired Skills / certifications tertiary Qualification (Degree, Tafe). Microsoft Certified (windows 10, Server). ConnectWise experience. Kaseya Experience.