AddressThe Infrastructure team is responsible for building and running the ecosystem that delivers services to all of our customers internally and externally. The Infrastructure team is responsible for managing cloud hosting services, desktop services, AV assets, corporate applications and IT procurement. As a Casual Helpdesk Assistant, you will be the linchpin for supporting these services and directly responding to internal customer requests. We are interested in technology minded and customer service orientated people wanting to learn the latest technology and our business so they progress into other technology roles in our Tech team in the future . The Casual Helpdesk Assistant reports directly to the Infrastructure Officer.
Key Responsibilities
- Support and maintenance of desktop equipment and corporate infrastructure, including; computer hardware, software, systems, networks, audio visual equipment, printers, scanners and security systems
- Troubleshooting and fixing desktop equipment and infrastructure assets
- Responding and resolving service issues and requests within SLAs
- Providing technical support across the company (this will be for onsite and remote users)
- Setting up accounts for new users and offboarding exiting users
- Providing executive support for meetings, device management and technical advice
- Procurement management - repairing and replacing equipment as necessary
- Patch management - ensuring all corporate assets and applications are patched within SLAs
- Vendor management - liaising with suppliers for licensing, hardware replacement and other procurement and support functions
- Audio Visual - providing AV media and sound setup and management for key events
- Researching, testing and reporting on new technology solutions for security and operational efficiency
- Generating reports and dashboards for management information, monitoring and maintaining computer systems and networks
- Continually finding ways to automate and streamline our regular tasks
- Responding quickly and communicate appropriately in the event of infrastructure incidents and security incidents and identify vulnerabilities and risks with recommended mitigations
- Practicing sustainable incident response and blameless post-mortems
- Ensuring technical support documentation is completed, up to date and available
- Supporting knowledge sharing with the wider Tech team in technical support policies, procedures and practices
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time without notice.
Key Relationships
- Group Manager, Technical Services
- Technology Team
- Digital
- Commercial
- People & Culture
- External suppliers
- Executive team
- Research
- Legal
Required Skills & Experience
- Undertaking an IT/Software Engineering or similar degree, OR has the equivalent practical experience in helpdesk or technical support for at least 12 months
- Proven customer service experience
- Excellent technical problem-solving skills which you can quickly draw on in unfamiliar situations
- Willingness to roll up your sleeves and get things done in a fast-paced environment
- Proactive communication skills and a strong team orientation
- A positive and helpful attitude towards your coworkers
- Experience with programming or scripting, particularly Python/Bash
- Exposure to Linux / Mac / Windows system administration
- Ability to work with minimal supervision and demonstrated initiative
- Ability to take instructions and constructive guidance
Desired Skills & Experience
- Understanding of networking and security best practices
- Experience with automation and configuration management tools
- Exposure to Agile/DevOps principles such as CI/CD
- Exposure to public cloud providers such as AWS and GCP
- Experience with Atlassian products (Jira/Confluence/Bitbucket)
Employee Benefits, Work with a close team, Employee Assistance Program
