Senior Desktop Support Analyst

• Be part of an organisation that helps to shape our communities
• Permanent role with structured career progression within our business
• Hybrid role - work from the office and from home

About SMEC
SMEC provides unique opportunities to work on iconic industry projects with experienced colleagues and leadership teams. We support and empower employees to drive innovation initiatives within a well-established and growing organisation.

Every employee plays a key role in shaping our business and is driven by teamwork, progressive thinking and creative ideas. We are committed to providing platforms to enable our people to engage in the business, deliver value to clients and develop their careers.

When you join SMEC, you join a flexible growing organisation that has a genuine commitment to CSR, diversity and improving the world we live in. SMEC deliver smart solutions for clients and communities in Infrastructure, Urban Development and Management Services.

The Role
We are seeking to engage an experienced SeniorDesktop Support Analyst (Level 2) to join our IT Team in Brisbane. In this role, you'll be responsible for support users operating installed hardware and software, within their assigned business units. You'll also provide employees with high quality desktop and user support, including innovative and timely solutions to IT system problems.

Key responsibilities include, but are not limited to:

• Actively setting up new users' equipment and software;
• Diagnosing and troubleshooting user issues within Service Level Agreement (SLA) timeframe of 72 hours as per ticket queue;
• Providing accurate and timely responses to incident and service requests as per the SLA timeframe;
• Recording all updates into the ticketing system and communicate with users as to progress and/or completion;
• Identifying and responding to systems issues and research/analyse appropriate solutions as per the SLA timeframe;
• Maintaining document systems in accordance with Quality Assurance (QA) guidelines;
• Ensuring that all tasks are undertaken in accordance with SMEC's policies and procedures as documented in the Business Management System (BMS)
• Performing hardware and software installations, including non-standard, custom builds;
• Conducting hardware and software upgrades and implementation;
• Ensure safe storage, transport and handling of equipment and assets;
• Confidently assisting users with setup and maintenance of mobility devices and applications;
• Use the SMEC asset management system to order equipment, software and other IT assets;
• Using and maintaining the SCCM register to track all computing equipment located in the relevant offices
• Developing and maintaining client focus and positive Provide high level customer service through the delivery of innovative and timely solutions;
• Communicating professionally and appropriately with users and stakeholders;
• Clarifying issues and needs of users and stakeholders to enable the development of suitable solutions that meet business needs;

About You
Suitable applicants will have/be able to:

• Tertiary qualification in Information Technology or related field
• Microsoft MCP (or similar industry certification)
• Prior experience in a similar IT Support/Analyst role for 5+ years, preferably in a Help Desk environment
• Provide level 1 to 2 in-house and remote Desktop Support to a customer base of approximately 200 users
• Good working knowledge of Microsoft Office 2016 and Office 365
• Sound working knowledge of Microsoft Windows 10
• Experience working with Windows Server 2016 and above would be an advantage
• Experience with video conferencing systems including MS Teams
• Knowledge of SCCM and VMware environment would be a plus
• Experience supporting engineering design programs such as AUTODesk, Bentley & 12D to multiple uses of HP laptops, tablets and mobile workstations will be highly regarded
• High level awareness of IT products and embraces new & emerging technologies
• A good understanding of networking fundamentals

In return, SMEC offers you the benefits that come from working in a global multidisciplinary consultancy in an environment where your fresh ideas and enthusiasm will be welcomed and rewarded.

How to apply
All applications must be submitted online. To apply, click on the "Apply Now" link below and follow the prompts.

For a confidential discussion regarding this opportunity, please contact Sam Hull:

To find out more about SMEC, please visit our careers page at www.smec.com/careers

All recruitment activities go through our Resourcing function and currently, this role doesn't require agency input. Please do not forward resumes directly to SMEC employees/managers; we do not accept unsolicited resumes and are not responsible for any associated fees.

*Only shortlisted candidates will be notified