Job Title: Level 3 Desktop Support Analyst
Employer: DFP Recruitment client
Position Type: 6 month casual temporary contract
Pay Rate: Competitive
Location: Perth, WA 6000
Role Overview: As a senior member of the Service Desk team, the Desktop Support Analyst provides effective technology support for staff across the clients offices.Key Responsibilities:
Service Delivery
- Account management involving Active Directory, Exchange and internal applications.
- Escalation point for Service Desk Analysts.
- Desk-side user support, including building and deploying PCs using the System Centre Configuration Manager (SCCM).
- Deploys software packages using SCCM.
- Maintains PC applications to recommended security standards.
- Works in accordance with Service Level Agreements and Operational Level Agreements.
- Develops and sustains effective working relationships with colleagues, customers and client.
- Provides second level support for technology systems and services on a rostered basis.
- Installs, maintains and supports technology services to set requirements.
- Provides customer service of a high calibre to all customers to achieve ongoing customer satisfaction.
- Contributes towards improving processes and practices within the Branch.
- Regularly seeks feedback and monitors own performance against targets, continuously seeking to improve.
- Provides technical assistance and coaching for junior Service Desk staff.
- Monitors performance and availability of technology systems and services, identifies problem areas, proposes and implements solutions to enhance these technology systems and services.
- Ensures recorded details for the network, computer asset register, problem recording system and work performed is kept up to date in the ITSM Toolset.
- Supports others by knowledge sharing within the team.
- Contributes to the creation and maintenance of Service Desk documentation and procedures.
- Provides technical expertise on technology projects as required.
- Represents the Branch at meetings as required.
- Provides guidance to others as required.
- Other duties as directed.
- Possession of ITIL Foundation Certificate and / or demonstrated experience in a relevant field.
- Possession of a relevant technical qualification or certification and demonstrated experience in the delivery of second level support.
- Demonstrated advanced knowledge and experience of the installation and administration of IT hardware and software technologies.
- Satisfactory completion of required medical examinations to verify physical fitness to perform the duties of the position.
- Provision of a current National Police Clearance certificate, dated 3 months or less from the date of application for the position.
- Possession of a current Western Australian 'C' or 'C-A' Class Driver's License or equivalent.
- Ability to work some unsocial and extended hours and be 'on call' when required.
- Ability to work and travel in country areas on occasion.