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About the Role
As End User Support, you will be the first point of contact for IT service, responding to support requests, logging and tracking incidents, and providing basic technical assistance across hardware, software, and connectivity issues. You will focus on delivering an exceptional customer experience, resolving immediate issues, and efficiently escalating more complex problems to specialist IT teams. This role is highly customer-facing and ideal for someone passionate about technology and keen to build a career in IT support.
Responsibilities
- Act as the first point of contact for IT support, answering incoming requests via phone, email, chat and the self-service portal in a timely, professional and courteous manner.
- Log, categorise and prioritise all IT incidents and service requests in the IT Service Management (ITSM) system, keeping end-users informed of progress and managing expectations until issues are fully resolved.
- Provide first-line troubleshooting for common issues, including basic hardware, standard software, local network connectivity, and local printing/scanning.
- Escalate more complex technical problems to Tier 2/Tier 3 or specialised teams, ensuring all troubleshooting steps are documented and logging issues with corporate IT teams as required.
- Support IT processes and documentation by contributing to the IT knowledge base and assisting with IT inventory tracking.
- Collaborate with the wider IT team, demonstrating a positive, customer-focused mindset, learning from senior technicians and contributing to a supportive, high-performing team environment.
Requirements
- Strong commitment to providing a positive, empathetic and patient customer experience.
- Excellent verbal and written communication skills, with the ability to explain basic technical concepts to non-technical users.
- Familiarity with Windows and/or macOS operating systems, standard office software, and basic computer hardware components.
- Strong analytical skills with a logical approach to diagnosing issues and finding solutions.
- Ability to multitask, prioritise a busy queue of incoming requests, and manage your time effectively.
- Previous experience in a customer service or call centre environment.
- An IT-related diploma, certificate, or currently pursuing an IT degree.
- Familiarity with IT ticketing or ITSM software.
Skills
- IT support
- Technical assistance
- Hardware troubleshooting
- Software troubleshooting
- Connectivity troubleshooting
- Customer service
- ITSM system
- Windows operating system
- macOS operating system
- Microsoft Office
- Web browsers
- Active Directory
- Microsoft licensing
- Server management
- IT knowledge base
- IT inventory tracking
Location
- Remote
- Hybrid
Work Type
- Hybrid working
Experience Level
- Entry Level
Education Level
- Diploma
- Certificate
- Degree
Benefits
- Additional week of annual leave after first year (25 days)
- Volunteer leave
- Dedicated celebration and wellness days
- Participation in bonus or OTE programs
- Comprehensive training and development opportunities
- Personalised development plans
- In-person and online courses
- Parental leave
- Market-leading fertility leave
- Fully supported hybrid working arrangements
About the Company
- At JCDecaux your wellbeing, health, and safety are our top priority. We value and reward your contributions and ensure Belonging and Inclusion are at the heart of everything we do.
- Join us and be part of a company where your ideas matter, your growth is a priority, and your contributions will help us lead the way in transforming the Out-of-Home landscape.
Equal Opportunity
- Opportunities to be part of employee-led steering committees across Diversity & Inclusion, Reconciliation Action Plan (RAP), Corporate Social Responsibility (CSR) and Sustainability.
- Our dedicated DEIB committee champions are involved in initiatives like Pride Panel, International Women’s Day, and RAP.
- We also proudly partner with charities such as R U OK?, Oz Harvest, and Thread Together.