Combine your love for customers, technical aptitude and outstanding communication skills into this dynamic opportunity.
In this role, you can
- Build positive and impactful relationships with customers.
- Join one of Australia’s fastest growing IT companies
- Enjoy flexibility and work-life balance
- Grow your career into a systems engineer
- Work in a small, friendly, collaborative team with access to skilled mentors
People with previous experience such as Service Desk Analyst or Support Analyst or any person with experience managing Microsoft servers, AD, exchange etc are encouraged to apply.
About Hastwell
We’ve been specialising in networking, security and unified communications since 2009 and are known for our expertise in deploying modern technologies. We partner with organisations across a range of sectors including government, not-for-profit, defence, corporate and education. Our team consists of 20 sales and technical specialists based in Adelaide and Brisbane. Hastwell ranked 11th in the latest CRN Fast50 list which recognises the fastest growing IT companies in Australia. Our clients appreciate our proactive and agile approach to everything we do. Our high staff and client retention rates demonstrate our commitment to building long-term mutually beneficial relationships.
Our Culture
For more on our culture, watch our short presentation;
About the Role
Service Desk Analysts are the initial contact point for many Hastwell customers. They are seen as the face of Hastwell and the primary reference point for customer interaction. Therefore, customer service is central this role ensuring that customers having a calming, clear, logical and technically valuable experience when contacting the service desk. The Service Desk analyst is responsible for managing incoming contact via phone and email and ensuring these are effectively handled, triaged, logged and resolved or escalated within SLA’s, KPIs and customer expectations.
As a joint role, you will also provide some technical solutions in a Level 2 support function. A Level 2 Support Analyst delivers outstanding technical solutions that are well designed to meet a customers business needs. This is backed up with professional documentation and communication that assists internal and external stakeholders to understand technical concepts. Support Analysts maintain technology systems and ensure the continued and effective operations of those systems.
Duties
The following identified key elements of this role. A further detailed position description is available during the recruitment process;
- Build and promote strong, long-lasting customer relationships
- Own and be responsible for outstanding responsiveness to incoming contact from customers.
- Deliver quality technical solutions and services to customers
- Be thorough tenacious in the resolution of technical issues
- Provide support to our customers, ensuring SLA targets are achieved and customer expectations are met
- Maintain ownership of incidents and requests that are with the service desk
- Create and maintain documentation including technical documentation, service management reports and internal process documentation.
- Maintain technical environments in alignment with Managed Services agreements
- Maintain an ongoing understanding of customer technical environments.
- Maintain up-to-date records of work including timesheets and ITSM tickets in an ITIL-aligned framework.
- Manage and collaborate with third party suppliers
- Deliver quality technical solutions and services to customers
- Provide 24×7 on-call services in accordance with the on-call roster and procedures.
- Maintain up-to-date certifications and knowledge as well as increasing certifications and knowledge
- Collaborate and assist with Service Improvement Plans, increasing efficiency and other service improvement initiatives.
Skills and Experience
Some things we’re looking for in selecting a person to join the Hastwell family in this role include;
- Tenacious in the resolution of technical issues
- Outstanding customer service. Goes above and beyond
- Thinks outside the box but strongly respects process
- Highly organised with strong ticket management
- Passion for technology
- Passion for learning
- A strong desire to serve others
Benefits
- Inclusive team where everyone has a voice
- Work with exciting new technologies
- Defined career development plan with paid training
- Access to skilled mentors who will assist with career growth
- Flexible hours and work-life balance
- On-site gym
- Family-oriented culture with weekly team events
- Inclusive quarterly team celebrations and weekly team social gatherings
- Well defined position descriptions, KPIs and accountability
How To Apply
Contact General Manager Shawn Donaldson directly on 0423 233 649 for a confidential discussion.
