AddressAs 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.
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.
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.
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.
