Customer Support & IT Helpdesk Specialist

We are seeking a highly motivated Customer Support & IT Helpdesk Specialist to join a dynamic customer care and technology team in Sydney, NSW. In this critical, customer-facing position, you will act as the first point of contact for technical inquiries, platform support, and customer service requests coming through call center and digital helpdesk channels. As businesses and end-users increasingly rely on smooth software performance and responsive communications, your primary focus will be delivering prompt, empathetic, and effective support. You will troubleshoot technical incidents, manage service ticket workflows, guide users through step-by-step solutions, and ensure high customer satisfaction and minimal operational downtime.

Key Responsibilities & Service Delivery

• Inbound Customer & Technical Support: Respond to high-volume incoming phone calls, web chats, and helpdesk tickets from customers and internal end-users regarding technical troubleshooting, account access, software glitches, and general inquiries.

• Helpdesk Incident Management: Log, triage, categorize, and track support requests using ticket management software (e.g., Zendesk, ServiceNow, or Jira), escalating complex tier-2 and tier-3 technical issues to specialized engineering or systems teams.

• User Diagnostics & Problem Resolution: Guide non-technical users through diagnostic routines, password resets, application configurations, and hardware troubleshooting with clear, patient, and professional communication.

• Service Level Agreement (SLA) Adherence: Ensure all service desk interactions adhere to established SLAs, first-contact resolution targets, and quality assurance benchmarks to maintain superior customer service delivery.

• Documentation & Knowledge Base Maintenance: Record clear, accurate interaction logs and contribute to customer-facing FAQs and internal team troubleshooting knowledge bases to streamline future issue resolution.

• Education & Experience: High school diploma or diploma/degree in Information Technology, Communications, or a business-related field. Minimum 1–2 years of hands-on experience in a customer service call center, IT helpdesk, or technical customer support environment.

• Technical Skills: Familiarity with customer relationship management (CRM) systems, call center phone systems, service ticketing software (Zendesk, Jira, or ServiceNow), basic networking concepts, and operating systems (Windows/macOS).

• Soft Skills & Competencies: Excellent verbal and written communication skills with strong active listening abilities. Demonstrated empathy, patience under pressure, and logical problem-solving skills when handling challenging user inquiries. Must have full working rights in Australia.