What are the responsibilities and job description for the Service Desk Admin I- Sydney, Australia position at Pax8?
Candidates for this role must reside in or near Sydney, Australia
Position Summary:
The Service Desk Administrator I work directly with our Partners to address service and support issues. They are responsible for triaging cases, responding, and working with partners and internal teams, and resolving support cases which have been determined to fit the responsibility of service desk (typically non-technical issues).
Essential Responsibilities (includes, but is not limited to):
- Case Management
- Monitors and manages ticket work queues within ServiceNow
- Performs basic troubleshooting on service desk defined issues (including, but not limited to):
- Billing and invoices
- Ordering and Licensing
- Web portal access and functionality
- Vendor related questions
- Receives and makes calls with Partners
- Investigates and resolves service issues
- Internal Collaboration
- Escalates work to other teams and/or vendors while acting as a point of contact for Pax8 Partners
- Works with team members to document processes
- Generates knowledge articles around issues which the service desk team has run into
Ideal Skills, Experience, and Competencies:
- Ability to be customer service oriented and work well in a team oriented collaborative environment
- Has a passion for learning
- Entry level experience diagnosing problems with software and cloud products
- Excellent analytical and problem-solving skills combined with the ability to provide quick resolution to problems
- Ability to communicate professionally by phone and email
- Ability to multi-task and adapt to changes quickly
- Excellent typing skills to ensure quick and accurate entry of service request details
- Ability to be self-motivated with the ability to work in a fast-moving environment
- Two (2) years’ previous work experience
Required Education & Certifications:
- B.S./B.A. degree in IT, Computer Science or related field, or equivalent work experience
- ITIL Certification preferred
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Benefits listed below are for US employees. Australian employees can expect a similar comprehensive benefits package and compensation.