Location: Remote (Work from Home)Time Zone: Brisbane, Australia (AEST)Working Hours: Monday to Friday, 8:00 AM to 5:00 PM (AEST)About Us: We are a dynamic and growing Managed Service Provider (MSP) based in Australia, dedicated to delivering top-notch IT services and support to our clients. Our team is passionate about technology and committed to providing exceptional customer service. As we continue to expand, we are looking for talented and motivated individuals to join our team remotely.Job Overview: We are seeking a highly skilled and experienced professional to join our team in a multifaceted role encompassing Service Desk Management, Ticket Triage, and Answering Incoming Calls. The ideal candidate will possess strong leadership abilities, excellent communication skills, and a proactive approach to problem-solving.Key Responsibilities:Service Desk Manager:Lead and manage the service desk team, ensuring efficient and effective operation.Develop, implement, and maintain service desk processes and procedures.Monitor and improve service delivery standards, ensuring adherence to ITIL best practices.Generate and analyze performance reports, identifying areas for improvement.Act as the primary point of contact for major incidents and service issues.Manage staffing levels and schedules, coordinating with HR for hiring and onboarding new team members.Ticket Triage:Review and assess incoming service desk tickets, prioritising and categorising based on urgency and impact.Assign tickets to appropriate service desk technicians or support teams.Ensure high-priority tickets are escalated promptly.Track ticket status, ensuring timely updates and resolutions.Maintain accurate records of ticket triaging activities.Call Handler:Answer incoming calls promptly and professionally.Log calls into the service desk ticketing system, creating detailed and accurate tickets.Maintain clear and concise communication with users, providing updates on the status of their requests.Ensure a positive customer experience by maintaining a courteous and helpful attitude.Requirements:Proven experience in a service desk management role within an MSP or other Technical Service Environment.Strong understanding of ITIL best practices.Excellent communication and interpersonal skills.Ability to work independently and as part of a remote team.Strong problem-solving skills and attention to detail.Proficient in using service desk ticketing systems and other relevant software.What We Offer:Competitive salary and benefits package.Opportunity to work remotely from the comfort of your home.Supportive and collaborative team environment.Professional development and growth opportunities.How to Apply: If you are a dedicated and experienced professional looking to join a forward-thinking company, we would love to hear from you. Please submit your resume and a cover letter detailing your relevant experience and why you are the ideal candidate for this role.This is a permanent long term position.We look forward to hearing from you.For more information about our company, please visit www.crtnetworksolutions.com.au .Job Type: Full-timePay: R35000,00 - R40000,00 per month#J-18808-Ljbffr
