1st Line Service Desk Technician

at  PHMG Careers

Role: 1st Line Service Desk Technician
Location: Brisbane
Package: $76,000
PHMG is the world’s leading audio branding agency, working with more than 36,000 clients in 39 countries. Globally renowned brands including Audi, Adidas and Coca-Cola trust us to make them sound as good as they look, as well as thousands more SMEs. Our success is all down to the talented individuals across multiple offices - and we’d like you to join them.
Our IT Department were recently shortlisted for the Service Desk Institute Awards and we are looking for a thorough and conscientious IT Technician to join our Service Desk team in Brisbane.
Responsible for providing technical support to the PHMG Brisbane office, small number of home workers and remote support to the Manchester office when required. The primary focus will be to ensure all calls and emails are answered promptly, requests and incidents are dealt with appropriately and all calls are logged within the company service management system. The role is working as the first person in the Brisbane office IT Team.
Confident and approachable, you will use your expert problem solving skills to provide help and assistance to staff from all departments and at all levels.

DESIRED SKILLS AND EXPERIENCE:

• Extensive 1st line experience on a busy IT service desk
• Telephony, email, and instant message support
• Fantastic customer service skills
• Ability to communicate appropriately depending on the audience
• Report effectively to management
• Take ownership for updating all parties in communications
• Problem solving
• Able to work on own initiative to a high standard
• Confident, professional and customer focused
• Proactive and positive mindset - always willing to go above and beyond
• Incident management
• Experience with Active Directory, RingCentral, O365 and Salesforce (Kandji knowledge desirable)
• Updating internal communications platform with IT information
• Knowledge of cyber security

• Main contact for IT support in Brisbane and remote support for 30 employees in Manchester UK
• Manage incoming calls and emails from staff regarding IT issues
• Support digital skills learning on systems (Ring Central, Salesforce, MS Office)
• 1st line support duties - troubleshooting IT related problems, ensuring issues are logged, effective communication with colleagues and management
• Fulfil hardware and software administration of starters, movers and leavers
• Provision and maintenance of company hardware (Desk equipment, laptops, MacBooks, mobile phones)
• Maintenance of the asset record
• Adhere to company SLA’s and provide excellent customer service
• Keep staff updated on outstanding tickets
• Take ownership of issues and follow up proactively
• Meet or exceed performance targets
• Escalate incidents and requests appropriately
• Update documentation and knowledge base articles
• Project work as required