Desktop Support Officer - Site Lead (Education)

At Centorrino Technologies (CT), we’re more than just tech—we’re a community that goes beyond expectations. We’ve been recognised as a Great Place to Work in 2024-2025 and one of the Best Places to Work Medium & Large Size in Australia for 2025, with an outstanding eNPS score of 68. And we’re not stopping there. We're on a mission to redefine the customer experience, and we need a passionate Desktop Support Officer - Site Lead to join our team in Kyeton.

Requirements:
What You'll Do:

• Ensuring the smooth day to day operations of the customers operations.
• Coordinate and deliver high-quality, onsite technical support to customers at various locations, ensuring timely resolution of issues.
• Oversee the diagnosis and resolution of hardware and software issues across a range of devices, including Macs, PCs, tablets, and voice platforms.
• Taking ownership of day-to-day technology issues and dealing with external 3rd party organisations.
• Supervise and mentor a team of Desktop Support Officers, fostering a collaborative and high-performance work environment.
• Facilitate training for team members to enhance their technical skills and ensure they stay up to date with emerging technologies.
• Build strong relationships with clients, providing friendly and knowledgeable assistance while maintaining a positive customer experience.
• Gather customer feedback to inform service improvements and maintain high levels of satisfaction.
• Ensure adherence to company policies, procedures, and security protocols in all support activities.
• Maintain accurate records of support activities, including incident tracking and resolutions, and provide regular reports on team performance and customer feedback.
• Identify and implement process improvements to streamline operations.
• Collaborate with other departments to deliver the best quality solutions.

What You'll Bring:

• A passion for providing exceptional customer service, demonstrated through your ability to help people fix technical issues with their computers and other technology devices – even with your own family's devices.
• A keen interest in technology and a strong desire to ensure that all technology is functioning optimally. You will be willing to learn new technology solutions and concepts to confidently liaise with staff and external vendors.
• Effective communication skills when troubleshooting technical issues. You will be able to remain calm and articulate, providing clear explanations of the problem and preventative measures.
• A positive attitude and can-do mindset, fostered by your proven track record of helping others resolve technical issues.
• Excellent verbal and written communication skills, allowing you to effectively communicate with a wide range of stakeholders.
• Flexibility in handling unusual situations, such as staying back later or adjusting work schedules, to accommodate out-of-the-ordinary circumstances.

Benefits:
Why You'll Love Working Here:

Our company is more than just a workplace, it's a hub of inspiration and creativity where employees love to work! Here's why:

• Extensive training and development opportunities that enable continual growth as part of your career planning.
• Extensive discounts and benefits to maximise your money.
• A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs.
• Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture.