Job Description

Job Description

THE OPPORTUNITY

Our client specialises in managing workers’ compensation and personal injury insurance claims for thousands of Australian organisations. With a culture rooted in innovation, compassion, and performance, they cultivate a supportive and inclusive workplace where people thrive.

They are now looking to welcome a Level 1 Service Desk Specialist to their large service operations team. This role offers a chance to be part of a collaborative IT environment, where you’ll provide front-line technical support while continuously developing your skills. This role will be in-office for the first month, with hybrid options available thereafter.

JOB DESCRIPTION

• Serve as the first point of contact for users experiencing hardware, software, and application issues, providing troubleshooting and problem resolution.
• Use available tools and strictly adhere to established procedures and policies to resolve user-reported problems to the best of your expertise.
• Obtain clear and concise information from users and relay it accurately to both internal and external service personnel.
• Accurately log incidents and resolution details in the IT Service Management (ITSM) system (HEAT).
• Escalate unresolved issues to appropriate teams in line with Service Desk procedures.
• Act as an intermediary between users and internal support teams to ensure proper understanding and interpretation of problems.
• Maintain open communication with users throughout the problem-resolution process to provide updates and ensure satisfaction.
• Utilize elevated administrative access to resolve complex issues within IT systems.
• Contribute to the creation and maintenance of IT knowledge base articles to aid in resolving common issues.
• Participate in the development and improvement of internal processes to enhance support efficiency.
• Work collaboratively with team members to ensure high-quality service and support.

SKILLS, EXPERIENCE AND QUALIFICATIONS:

• Proficient in English, both verbal and written, to effectively communicate with customers and colleagues.
• A degree or diploma in Information Technology, Computer Science, or a related field is preferred but not mandatory.
• Familiarity with tools and systems such as Active Directory, MS 365, Citrix, etc.
• High attention to detail when resolving incidents and maintaining logs in ITSM tools.
• ITIL certification is a plus. Practical experience with troubleshooting tools and systems is equally valued.
• Ability to manage and prioritize multiple tasks simultaneously without compromising quality.
• Eagerness to embrace new challenges and continuously develop technical and customer service skills.

ASW OFFERS

• A diverse, inclusive, and supportive company culture.
• Competitive remuneration.
• Opportunity to collaborate and work with global clients and stakeholders.
• Medical benefits.
• Great Paid Leave entitlements.
• Team outings, travel opportunities, company parties/events, and other exciting activities.
• Exposure to an international environment, working with people across Malaysia, Vietnam, the Philippines, and Australia.
• Industry and role-related training.
• Ongoing career opportunities

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Job Requirements