Help Desk Analyst (w/ AU Account Experience)

Provide premium first-level IT support to Australian-based team members, managing incidents and service requests through established incident management and request fulfillment processes. This role acts as the primary point of contact for our Australian partners, requiring a high level of cultural alignment and a natural Australian accent to ensure seamless, high-quality communication.

Common issues include password resets, hardware/software errors, usage queries, network and wireless connectivity, application outages, telephony problems, access permissions, malware, VDI, and handheld device support and other IT related issues.

Functional Responsibilities

• Interact with Australian call center agents, office staff, and remote workers via calls, chat, and electronic forms, utilizing a clear Australian accent to build rapport and ensure clarity.
• Records interactions into the ticketing system ensuring accurate and complete ticket profi...