Company

CorestaffSee more

addressAddressBrisbane, QLD
CategoryIT

Job description

At CoreStaff we pride ourselves on looking after our employees, engaging with you onsite, and rewarding you for doing a great job. Feel like part of the Crew, not just another candidate sent to an assignment and forgotten about.

About Our Client:

Our client, based in Brisbane, QLD is seeking experienced IT Help Desk Support for ongoing day shift Monday to Friday, 38 hours with optional Overtime.

About the Role:

This role primarily exists to deliver quality IT Desktop Support service on a daily basis for all users in conjunction with other IT functions which include providing Application Support, Ticket Management using ITIL practices & administration activities for ERP Applications.

Your duties will include but are not limited to:

Customer service

  • Answer phone calls for incoming incident and service requests. Resolve requests or assign to the appropriate resolver group
  • Ensure overall customer service experience is of a high standard – phone interaction, feedback, explanation and ticket closure
  • Provide extended hours and on-call helpdesk service when rostered on
Ticket management
  • Monitor the Service Desk ticketing system for tickets assigned to the queue and process based on priority
  • Monitor and respond quickly and effectively to requests received through the IT Service Desk and via escalations from management
  • Ensure ticket quality is of the expected standard to facilitate interrogation and analysis for improvement initiatives
Desktop Support
  • Provide desktop support and resolve problems to the end user’s satisfaction
  • Provide remote troubleshooting support on desktop issues within reasonable time
  • Act as an escalation point for physical hardware issues
  • Problem management for Level 2 desktop support
  • 0365 Support & Administration (SME)
  • Hardware provisioning and assist in the IT Warehouse when assigned
  • Escalate unresolved cases to Level 3 support team members and external vendors where necessary
  • Provide equipment and software support where it is part of the service desk remit e.g. mobile phones, tables, phone system, meeting rooms, printers etc.
  • Ensure standards are followed, or where insufficient, provide suggestions for improvement
Improvement
  • Delivering continuous improvement initiatives through reviewing current processes
  • Document all reported incidents through ITIL practices
  • Identify trends to assist in future resolution
  • Participate in the team’s service improvement initiatives/Site based support (if applicable)
  • Perform specific site-based activities as agreed with the Service Delivery Manager
  • Perform site-based quality visits or backfill for a site-based resource
To be successful for this role you will need the following:
  • Tertiary qualifications in Information Technology
  • Minimum 2 years' experience in a similar role or equivalent
  • Year 12 Certificate or equivalent
  • Sound knowledge of MS Windows 7, 10 MS Office (2013, 2016), O365 Admin Console, VPN, Lotus Notes & Network Connectivity fundamentals
  • Laptop & Desktop Configuration, Setup & Troubleshooting
  • Microsoft Dynamics AX exposure or experience
  • Warehouse Management Systems (SCALE) exposure and/or experience
Benefits:  
  • Immediate start
  • Weekly pay
  • Paid inductions on commencement 
  • Paid medical time on commencement
  • Career development opportunities
  • Exclusive access to our benefits platform that offers savings at over 60 major Australian Retailers across the country
CoreStaff is a leader in workplace diversity, and we encourage applications from Indigenous Australians for all roles, females for non-traditional female roles, and applicants with disabilities to apply for all of our jobs.

To become a part of the CoreStaff Crew today, please click the 'Apply Now' link to submit your application.

Refer code: 2241967. Corestaff - The previous day - 2024-05-23 00:25

Corestaff

Brisbane, QLD
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