Desktop Support Specialist

Job brief
Banking Client
RFQ No: stpays-RBA 01 Desktop Support Specialist x 2, last date to apply 7 December 2022.
Contract start 10 January 2023 to 6 months.
Australian Citizen or Permanent Resident, Police Clearance, Sydney, or Hybrid role.
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Overview
The consultant will work under the direction of Banking Client End User Services Manager to undertake resource augmentation of role/s for the duration of 4-6 months.
The Softtestpays assigned technician/s will work alongside the Banks IT End User Experience teams to deliver, maintain and support IT services relating to the rollout of Microsoft Office 365.
Scope of requirements:
Tasks to be performed
Improve Bank staff overall User Experience through providing exceptional customer service
Resolve incidents and service requests related to IT End-User services within agreed Service Level targets.
Provide education support and training to ensure staff know how to use IT Services effectively
Assist staff with the transition from Office 2013 to Office 365
Skills/experience required * Knowledge of Microsoft based desktop Operating System and Desktop Applications

• Working knowledge of Microsoft Office 365.
• Knowledge of Microsoft 365 (Azure, Intune)
• Understanding of mobile technologies including Mobile Device Management (MDM).
• Experience in installing, configuring and maintaining hardware equipment in a technical environment.
• Understanding of network protocols such as TCP/IP.
• Experience supporting collaboration platforms
• Ability to communicate effectively and to initiate and complete tasks with minimal supervision.

Additional requirements
Complete Bank induction, compliance, and certification checks to validate skills and awareness to work on critical Bank systems (mandatory to complete and pass), including instruction on Banks Service Management processes.
Work under the direction of a Bank Subject Matter Expert, SME, to understand the role. The Bank SME will signoff that they are satisfied with the quality and execution of the work to enable technician to operate without direct supervision
The expected work week and office hours to be agreed based on the Banks requirements
The resources will use the Banks systems for storage/transmission of Bank information.
The resources must follow Bank security policy and use Bank systems for storage/transmission of Bank information.
The resources must be available by mobile during agreed hours.
The resources may be required to work in one of the three RBA locations in the Sydney area
Lifting of heavy IT equipment will be required and must be done using the correct manual handling procedures

• Services

Provide resource augmentation for the IT End User Experience team to assist with providing end user services relating to the rollout of Microsoft Office 365.
Perform tasks outlined in requirements section with a focus on supporting staff transitioning to Microsoft Office 365. This includes providing general Desktop Support services to provide backfill to IT End User Services team members who will be involved in the Office 365 rollout.
Performance will be measured against KPIs including support tickets closed within SLA, customer satisfaction (thumbs up/down), volume of tickets closed per week.