Service Desk – Cloud Services (Clark, Philippines)


Service Desk – Cloud Services (Clark, Philippines)

We are looking for Service Desk Specialists to join our growing Cloud Services team in Clark.

Orro has a supportive team-based culture that promotes personal initiative, self-sufficiency, and the ability to be hands-on with your work. You will be part of a highly motivated team, on a mission to create “future now” solutions that make it faster, simpler, and safer for people to access, store and share information – wherever, whenever and with whomever they want.

We Are Orro

Orro is an Australian technology success story with offices in Melbourne, Sydney, Perth, Brisbane and internationally in the Philippines and UK. Orro is a secure network and digital infrastructure provider trusted by some of Australia’s biggest brands to deliver them the future now, meeting the ever-changing needs of their markets, and our world.

We lead the industry in designing, building, and operating digital infrastructure – providing greater efficiency, performance, agility, and resilience. Our end-to-end solutions, including cloud, collaboration, cyber and data services, take the stress out of tech for more than 400 businesses and over 20 million Australians every day.

However, we never forget our job is to connect people, not machines. So, we take the time to get to know our clients and learn how they like to work. It means we understand not just what they need now, but what they’ll need next.

About the Role

As a Service Desk Specialist you will be primarily be responsible for the accurate and timely communication with customers to manage incidents and service requests. Your main responsibilities will include but are not limited to:

  • Demonstrate professional approach in communicating with customers and internal staff.
  • Managing of email inboxes and inbound calls. Ensuring all emails and calls are addressed appropriately and timely
  • Responsible for communicating the status of issues real-time to different parties of varying levels of technical knowledge through verbal and written communication.
  • Managing basic incidents, change requests or service requests of voice/data services
  • Ensure that SLAs are met and are in line with the company’s policies, practices, and procedures.
  • Organise tech and replacement unit dispatch using internal and external resources
  • Internally manage 3rd party portal used for tech dispatch and stock warehouse
  • Remotely asset management. Ensuring accuracy of applicable locations inventory and resolve discrepancies whilst coordinating with appropriate parties.
  • Creating/updating relevant KBAs and other records in the system

We are looking for a well organised professional, with initiative, enthusiasm and a collaborative can-do attitude. You will have demonstrated the following skills, knowledge and experience:

  • Excellent oral and written communication skills
  • Strong customer service ethics
  • Minimum of 1 year in customer service
  • Thorough knowledge of MS Office Applications (Word, Excel, PowerPoints, Excel)
  • Ticket Management
  • Capable of grasping new concepts without prior experience
  • Excellent troubleshooting and problem-solving skills with the ability to think outside the box
  • Highly organized with attention to detail and time management
  • Desire to gain knowledge, develop skills and self-improve
  • Stable internet connection (backup service is a plus) for work from home setup
  • Willing to work on shifting schedules
  • Basic knowledge in Cisco Voice and Networking services, such as CUCM (Cisco Unified Call Manager), CUC (Cisco Unified Connection), UCCX (Unified Contact Centre Express), BGP/EIGRP/VRF/MPLS/RADIUS, carrier interconnect methodologies, and peering, are preferred but not required
  • ITIL v4/CCNA/likes are an advantage

What’s in it for you?

Orro is an exciting Australian technology company, and we offer you:

  • An opportunity to work with a supportive and passionate team to change the way Australian businesses connect, collaborate and operate.
  • A competitive remuneration package.
  • An opportunity to drive a pivotal new function within a growing business at an exciting point in its history.
  • A range of employee benefits including: hybrid flexible working, 3 x paid volunteer days, public holiday leave swaps, paid parental and inclusive leave, employee discounts, wellbeing platform etc.
  • Opportunity for development career advancement as our business expands further.

How do I apply?

You are invited to submit your resume, including a cover letter through the link below. Your cover letter should be no longer than one page, explaining your suitability for the role.

Apply now

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