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