- ASIC is seeking a full time IT ServiceDesk & Onsite Support Engineer to join their Information Technology Team
- Experience in a Service Desk and or technical support role supporting around 2000 users nationally is highly beneficial
- Permanent position based in Perth
A future with ASIC means that your work will contribute to ASIC's vision for a fair, strong and efficient financial system for all Australians. We value what you will bring. We value those with sharp, analytical minds and are open to challenging the way things are done.
The teamInformation Technology Services provides a wide range of IT facilities and support services to ASIC. Digital Workplace Services is part of the larger IT services team. We have embarked on a major digital transformation journey which will make ASIC a 'best in class regulator supporting the Australian financial markets. We are undertaking major technology projects that will transform our business and continue our significant technology transformation in several areas such as modern digital workplace, mobility, security, and cloud, with an increased focus on data sharing, analytics, and automation.
The role- Provide first and second level support for ASIC's systems and Production Environments including collaboration with other IT resolver groups in the completion of Incident tickets and service requests.
- Assist the Service Desk daily by answering incoming phones calls.
- Take ownership of customer issues and requests by pro-actively managing a positive client experience and ensuring results are communicated back to the client in a clear and meaningful manner.
- Document Service Desk processes and initiatives to enable effective Service Desk operations.
- Actively participate in project activities, national rollouts, offsite support, and major initiatives.
- Assist in providing VIP support for Commission and Senior Executives nationally.
- Mange the team's ticket queues and subsequent resolution actions.
- Build collaborative relationships with ASIC IT teams and ASIC business teams
- Improve first call resolution by providing technical guidance to first level help desk technicians
- Maintain, update, and support mobile end user devices including Microsoft Surface laptops, iPads, and iPhones
- Participate in occasional weekend and after hours work if required
About youQualifications and experience- A tertiary qualification in Information Technology is desirable or equivalent experience.
- Ability to utilise Ivanti or similar IT Service Management tools.
- Exposure to virtualisation technologies, especially VMware suite of products. Exposure to and use of Microsoft Active Directory.
- Ability to approach technical issues in a logical and common-sense manner.
- Experience providing guidance and support to business users, troubleshooting issues, and delivering services within SLA timeframes.
- Experience providing support and guidance to users remotely.
- Demonstrated quality written and oral communication skills, and excellent stakeholder relationship management skills.
- Experience in supporting operating environments such as Active Directory, Win10/11 laptops, and workstations, M365, Azure Virtual Desktops.
- Exposure and working knowledge of VMware and virtualised environments highly desirable.
- Azure AD and AWS knowledge an advantage.
- Experience in M365 Power apps, highly desirable.
- Experiencing analysing processes and evolving them using automation, highly desirable.
- A commitment to customer service excellence and professional representation combined with proven ability to communicate and accept responsibilities.
Applications for this role will close at 11:59pm on Wednesday 21 December 2022About ASICASIC is Australia's corporate, markets, financial services and consumer credit regulator. Our vision is for a fair, strong and efficient financial system for all Australians.A future with ASIC means that your work will contribute to achieving ASIC's vision.ASIC is an equal opportunity employer seeking people who want to make a difference. ASIC is committed to a diverse and inclusive workplace where the very best talent in Australia chooses to work. Applications from people of all ages, cultural backgrounds, abilities, LGBTIQ+ identity, and people of Aboriginal and Torres Strait Islander descent are encouraged to apply.To work with us, you need to be an Australian citizen, and be prepared to complete an ASIC Suitability and Baseline Assessment which is issued ASIC's Security team.View the position description for more information or click ‘apply' to start your application.
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