About the job
At Centorrino Technologies (CT), we pride ourselves on being more than just a tech company; we are a vibrant community committed to exceeding expectations. Recognized as a Great Place to Work for 2024-2025 and one of the Best Places to Work in Australia for 2025, with an impressive eNPS score of 68, we are on a quest to transform customer experience. We invite a dedicated Desktop Support Officer - Site Lead to join our passionate team in Kyneton.
Key Responsibilities:
- Manage the daily operations of customer support services, ensuring seamless functionality.
- Provide high-quality, onsite technical assistance at various locations, ensuring prompt issue resolution.
- Oversee troubleshooting and resolution of hardware and software issues across diverse devices, including Macs, PCs, tablets, and voice platforms.
- Take ownership of technology-related challenges and liaise with external third-party organizations.
- Guide and mentor a team of Desktop Support Officers, promoting a collaborative and high-performance culture.
- Conduct training sessions to enhance team members' technical competencies and keep them abreast of emerging technologies.
- Build and maintain strong client relationships, offering knowledgeable support while ensuring a positive customer experience.
- Collect customer feedback to drive service enhancements and uphold high satisfaction levels.
- Ensure compliance with company policies, procedures, and security protocols during all support operations.
- Maintain precise records of support activities, including incident tracking and resolutions, and generate regular performance and feedback reports.
- Identify opportunities for process improvements to optimize operations.
- Collaborate with other departments to deliver optimal solutions.
Qualifications:
- A genuine passion for delivering exceptional customer service, evidenced by your ability to assist others with technical issues, including your own family.
- A strong interest in technology with a commitment to ensuring all devices function effectively. Eagerness to learn new technology solutions is essential.
- Excellent communication skills to articulate technical problems and solutions effectively, remaining calm under pressure.
- A positive attitude and proactive mindset, supported by a history of helping others solve technical difficulties.
- Strong verbal and written communication skills, enabling effective interactions with both technical and non-technical audiences.

