AddressAs Desktop Support you will be responsible for second-level system support, researching new hardware/software solutions, and implementing them. Provide support through Service Now, troubleshoot technical issues, and close escalated tickets from Tier 1, escalating to Tier III if needed.
Client Details
Our client is a global supplier who specialise in the building construction industry. They currently have a need for an experienced Desktop Support individual to join their team.
You will be part of a wider team that consists of 5 people, and you will provide support to internal users across Australia and New Zealand.
Description
As Desktop Support you will be responsible for:
- Oversee, diagnose, and resolve issues related to hardware, software platforms, and services.
- Manage, provide user support, and conduct quality assurance follow-up for all IT support requests escalated by Tier I Support through the ticketing system.
- Provide coverage and assist with Tier I support tickets when required (Service Desk).
- Research, recommend, evaluate, and implement new hardware and software solutions as required by the business.
- Collaborate with Administrators and Engineers (Tier III) within IT to enhance the knowledge and support capabilities of the Tier II team.
- Engage in cross-training with Administrators, Engineers, and other Tier III specialists to deepen specialised knowledge.
- Prepare software for installation and train team members.
- Record and document events in the Service Now ticketing system, including the creation of knowledge articles.
- Ensure service levels are achieved in line with customer expectation and published SLA's.
- Ordering hardware and software as required using standard purchasing procedures.
- Assist with on-boarding of new employees, and off-boarding of departing employees.
- Support the Video Conferencing Systems where required.
Profile
The successful individual will ideally possess the following:
- 4+ years of experience in supporting Windows 10/11 endpoints.
- 2+ years of experience with application deployment and management preferred.
- 1-2 years of experience supporting an inventory management system preferred.
- ITIL 4 foundation certification.
- Exceptional organisational skills and time management skills with a strong focus on customer service.
Job Offer
This role includes both BAU and project-focused work. You'll have the opportunity to learn from the Level 3 team, enhancing your skills and knowledge and a supportive environment that prioritises your growth and development.
To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact [Anita] [O'Hara] on [+61 431 982 ***].
