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IT Helpdesk Officer (Customer Service) Job in Melbourne Australia

The IT Helpdesk Officer will focus heavily on customer service to support the various racing applications used within the business. The role will be diverse, showcasing your exceptional customer service and strong time management skills.
You will be required to work as part of an overlapping shift (likely to be afternoon/early evening - up to 8pm), including a weekend roster. This is a full-time role. 
Duties will include, but not limited to the following responsibilities;
  • Managing and responding to Racing Australia Helpdesk and Customer Service requests by phone and email.
  • Responsibility for monitoring and processing of Racing Materials and other Racing Products to our Commercial and Subscriber customers.
  • Manage support requests from the Principal Racing Authorities, Race Clubs and Industry Participants.
  • Building and maintaining working relationships with both internal and external Racing Australia Customers.
  • Logging and resolving requests in the IT support 'ticketing' system (Jira Service Desk)
  • Troubleshooting software and hardware issues in a Windows based environment (Windows 10, Office 365, Active Directory, Networking, etc.)
  • Using your proactive mindset to identify areas for improved efficiency and a better way for completing tasks
  • Assisting with PC and computer hardware set up
  • Connecting users to networks and providing initial training and ongoing support
  • Staying up to date with technology changes and updates as well as keeping track of IT assets 
  • Work on production support and support application that runs 24 x 7
  • Providing 1st and 2nd level IT technical support face to face, remotely, via email and phone.
  • Perform user account administration maintaining user access in the various Systems and Software
  • Updating clients on progress during problem resolution
  • Maintain Knowledge base to facilitate prompt resolution of incidents
  • Provide feedback on continuous improvement of processes and procedures in order to enhance the current use of products or reduce incidents volume
You will have a strong customer focus with the ability to prioritise the delivery of a consolidated service to our customers.
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