Job Description
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Take full ownership of tickets, ensuring timely updates, proactive communication and resolution in line with CBS procedures
Technical Troubleshooting -
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Diagnose and resolve hardware, software and application issues
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Respond promptly to support tickets and log incidents and service requests in the relevant ITSM tool
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Escalate complex issues to 3rd level support teams or external vendors when appropriate
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Perform administrative tasks including Active Directory, O365/Exchange, application deployment and SOE updates
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Adhere to CBS Service Desk processes, SLAs, escalation pathways and ticket quality standards
Knowledge, Documentation & Process Compliance -
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Adhere to company Service Desk processes, SLAs, escalation pathways and ticket quality standards
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Support continuous improvement by updating documentation, sharing insights and contributing to process enhancements
About you
This role requires a blend of strong customer service capability and solid technical foundations, with the confidence to operate in a fast‑paced managed services environment. Success in this position requires a genuine customer‑first mindset, a broad technical skill set and the ability to communicate clearly and professionally. You’ll need to be organised, detail‑oriented and proactive in your approach to problem‑solving. Flexibility and adaptability are essential, as the role involves supporting customers both remotely from the Service Desk and onsite at their premises. Key Skills and Experience include:
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1+ year experience in a Service Desk or similar IT support role
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3+ years’ experience in a customer support environment
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Strong technical aptitude across Microsoft technologies as Windows 10/11, Office 365, Exchange troubleshooting, Azure fundamentals
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Hardware support in CPUs, RAM, motherboards, monitors, peripherals, printer setup and troubleshooting
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Networking fundamentals, mobile device support, basic storage media troubleshooting, Intune endpoint management
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Exposure to ChromeOS support and Google Admin Console (highly desired)
What is in it for you
Join a team that thrives on collaboration, continuous learning and genuine support from leaders and peers. We’ll help you grow your skills, build your career and stay challenged through the diverse and interesting work that comes with supporting a wide range of customers. When you join Canon Business Services ANZ, you’ll find a rewarding culture that values you. You’ll be empowered to focus on your career progression and turn your goals into reality as an integral part of the group’s success. Benefits include but not limited to: