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Service Desk Support

Job Title: Service Desk Support
Location: Brisbane
Reference: 27557448
Job Published: June 13, 2018 14:16

Job Description

Immediate contract opportunity with an Australian Education organisation who are looking for multiple Service Desk Analysts to support Pre & Post project Support! As the Service Desk Analyst, you will provide a professional IT support service for end-to-end management of software and hardware incidents and service requests. Tasks will be allocated to duties such as Desktop/phone support, IT support via remote access, email support, floor walking and project support tasks as required.

Main Responsibilities;
  • Understand the IT requirements of the local business and act accordingly to ensure these requirements are met in a timely and structured way, following escalation processes to ensure a consistent and professional service
  • Contribute to the effective operation and management of the Service Desk to ensure it provides quality, correct and timely information and services to its clients
  • Day-to-day user support and liaison with IT Service Desk in other offices to resolve issues
  • Management/support of pool and permanent laptops
  • Management/support of remote working
  • Management of user administration
  • Mobile device support, including BlackBerry, iPhone or Android devices
  • AV and VC overflow support
  • Managing spare PCs, upgrades and replacements
  • For new joiners, setting up the PC, including Outlook, WorkSite and other core  applications
  • Support international offices with equivalent services
  • Configuration and asset management
  • Point of contact for projects within the firm from inception through to "business as usual"
  • Manage end-user administration such as joiners, leavers
Technical Requirements;
  • Server hardware and software (Citrix XenApp, Veem, VMWare, SQL)
  • SAN Hardware
  • Administration of accounts
  • Basic Networking including wireless
  • 3 years' previous IT experience
  • Highly motivated; willing to continually update knowledge and skill sets
  • Analysis and troubleshooting skills of all IT incidents
  • Flexibility: may occasionally be required to work evenings and weekends
  • Excellent communication, customer service skills and attention to detail
  • Efficient with good planning skills
  • Ability to perform well under pressure and use initiative
  • Ability to identify business impacting incidents and escalate according to the escalation process
  • Ability to work effectively alone and within your team/group or project, under the appropriate supervision
  • Work in accordance with ITIL processes and procedures
  • Microsoft Office & Outlook 2010 (intermediate with advanced)
  • Microsoft Active Directory
  • Knowledge of Microsoft Windows 2008 Server
  • Bighand or similar digital dictation software
  • Knowledge of remote working solutions, eg. VPNs and mobile technology
  • Knowledge of building PCs and troubleshooting support issues

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