Elcom Office: 100 William St, Sydney 2000, Australia
Department: Operations
This is a great opportunity for a customer focused Helpdesk (L1&2) professional to work within a small but dedicated team of specialists for a global provider in digital content management solutions.
We are seeking to appoint a Junior Help Desk professional to join our Global IT team, based in our Sydney office. This is an excellent opportunity for someone with some (1-2 years) commercial experience in a helpdesk role wishing to build a successful career in IT Software.
Working in a small helpdesk team and reporting into the Team Leader you will be responsible for supporting over 350 geographically spread clients. A typical day will see you respond to 15-25 calls and resolve 30-40 email tickets.
Support will come in the form of phone and email support so you must have exceptional telephone manner, writing and communication skills.
Our Support Desk is operational from 07h30 – 18h00 Monday to Friday , so your schedule will rotate between working from 07h30 – 16h00 or 09h00 – 18h00.

EXPERIENCE AND SKILLS:

• To be successful in this role you will require the following “essential” experience.
• Faultless English written and verbal communication skills
• 1-2 years helpdesk support experience or a similar role.
• Be organised and have great attention to detail.
• Excellent problem-solving skills.
• Exceptional at prioritising and multitasking.
• Sound working knowledge of Microsoft products.
• Ability to work well under pressure.
• Excellent customer service skills.
• A positive can-do attitude with the willingness to further develop your skills.
• Proactive, passionate about the web and a team player.
• A tertiary qualification in information technology or computing.
• Experience supporting a Software Platform such as a CRM tool, CMS etc.
• Experience with HTML and CSS.
• Experience in working with a CRM tool. Elcom uses Connectwise as our helpdesk CRM tool.

The wide range of tasks the Helpdesk will be involved with include: