Empired Ltd is a national IT Services Provider with a broad range of capabilities and a significant player in the West Australian ICT consulting market with an enviable list of blue-chip clients.  Empired consultants specialise in the provision of Business Strategy, Requirements Analysis, Solution Architecture, Software Development, Vendor Management and Project Delivery services.

Empired is offering a 6-month Work Integrated Learning scholarship for a student to join their IT Service Desk. The Service Desk Engineer is the key person in the delivery of end-to-end remote technical support to Empired clients.

You need to be customer service-oriented and have an outstanding attitude, strong IT skills and the desire to expand your career. Working within a customer focused service desk environment, you possess exceptional customer service skills and have a passionate and dynamic approach to your day to day work load.

Responsibilities include:

• Respond to cases logged by Customer, Operations and Automated Ticketing.

• Adhere to Service Level Agreement response and resolution time requirements.

• Ensure cases are updated as per customer Service Level Agreement.

• Retain ownership of Customer issues until resolved, escalated or accepted by another individual.

Required Skills/Knowledge:

• Solid verbal and written communication skills; technical writing

• Customer focused with strong customer service skills

• Demonstrated knowledge of Windows and MS Office environments

• Basic understanding of connectivity within a network, understands TCP/IP and name resolution and familiarity with infrastructure services (e.g. DNS, DHCP, WINS)

• Demonstrated knowledge of networking & client/server environments

• Good team player

• Strong customer service skills with an empathetic approach to service

• Ability to work to documented procedures, agreed deadlines & deliver to service level agreements

• Good analytical and troubleshooting skills