Help Desk Support

EF&T is Telecommunications and ICT Services company a subsidiary of Australian based company Efiniti Telecommunications Services Ltd - a trusted name in the Telecommunications and ICT sector since 2006.

Help Desk Support

The ideal candidate will have a passion for customer satisfaction, excellent communication skills, and a proven ability to deliver exceptional service experiences in a fast-paced environment.

Employment:

Location:

Role & Responsibilities

• Respond promptly and professionally to customer inquiries via chat, email, and phone.
• Assist customers with product selection, availability checks, order placement, and service scheduling.
• Provide first-level technical support and troubleshoot common issues; escalate complex cases to relevant teams.
• Maintain accurate and up-to-date records in CRM/helpdesk systems.
• Achieve individual and team KPIs for customer satisfaction, response times, and resolution rates.
• Handle queries related to technical support, installations, provisioning, and account management.
• Support transition or migration activities when customers adopt new products or services.
• Build positive relationships with customers and internal stakeholders through clear communication.
• Collaborate with cross-functional teams to resolve service requests in a timely manner.
• Use internal tools to track, manage, and report on service requests and workloads.
• Gather and analyse customer requirements to ensure efficient provisioning and service delivery.

What We're Looking For

• Experience in customer support or helpdesk, preferably in telecom or ISP industry.
• Excellent communication skills (written and verbal) in English.
• Comfortable managing chat, email, and phone-based support.
• Basic understanding of broadband internet services.
• Tech-savvy with strong typing speed, multitasking, and troubleshooting ability.
• Strong customer service focus with a proactive, positive attitude.
• Ability to work independently or in a team, with strong problem-solving skills.
• Organised with high attention to detail, accuracy, and time management.
• Adaptable to a fast-paced, changing environment.

Education & Certifications

• Bachelor's degree in IT, Computer Science, Business Administration, Communications, or related field.
• Diploma or certification in Customer Service, IT Support, or related area (advantage).
• ITIL Foundation certification preferred.
• CRM/Helpdesk tool certifications (e.g., Salesforce, Zendesk, Freshdesk) an advantage.

Ready to Apply

If you're enthusiastic, customer-oriented, and looking to grow your career in the customer service industry, we'd love to hear from you!

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At EF&T, we embrace and celebrate diversity and are committed to providing a safe, inclusive, and equitable workplace for all.