Supporting staff across Australia, New Zealand, India, and China.Providing IT support focusing on maintaining a high level of first call resolutions.Troubleshooting issues with desktops, laptops, printers, POS hardware, network, and smartphones.Following processes on incident management, request fulfilment, access management, problem management, and knowledge management.Prioritising workload and monitoring active cases with the team in a ticket-based environment to ensure SLA targets are met.Working with the team to achieve performance goals and increase productivity.Provide input to Service Desk Management in regards to staff performance for performance evaluations.Writing and maintaining multiple knowledge articles to assist the team in procedures and troubleshooting.Training new staff on supporting proprietary software.Understanding and performing escalation requirements and procedures with 2nd level IT support.

Supporting store staff with their use of proprietary software.Maintaining and enforcing business policies and procedures.Supporting B2B and B2C clients with their use of various online business systems.Work independently and with a team to develop operational solutions and manage multiple tasks.Monitor call queues and manage work schedules.Answering, evaluating, and prioritising issues arriving via phone and email.High quality customer service that was recognised with several awards from the business.