Desktop Support Officer

 

Main characteristics

Location

Brisbane, Queensland

Company

Michael Page

Salary

AU$35 - AU$40

Employment type

Temporary

Category

Information Technology

Industry

Technology & Telecoms

Job summary

About Our Client

My client is a non-for-profit organisation that brings together collective expertise and resources across health, education and research.

Job Description

* Troubleshoot and resolve complex desktop support faults and requests received via the Digital Service Portal, phone or other digital channels. Assign priority to unresolved tasks in line with operating procedures. Appropriately record actions taken and set expectations with customers.
* Refer to Senior Digital Support Specialists for troubleshooting advice when the solution is not obvious or there is risk of significant time / effort required.
* Document faults and requests according to work instructions and guidelines. Provide guidance to Digital Support Officers on the documentation of complex requests and faults when providing troubleshooting advice. Provide feedback to Digital Support Officers to ensure required standards of service are maintained.
* Under guidance, update Service Centre system and training documentation, and work instructions.
* Identify gaps in documentation and work with appropriate technical resources to update/create knowledge within the Service Centre.
* Identify self-service knowledge opportunities. Author or update articles on non-complex tasks or solutions and provide to the appropriate knowledge owner for review and approval.
* Assist Mater people with routine/common/known non-Digital enquiries into the Service Centre including building maintenance and biomedical phone call enquiries. Escalate urgent matters to the appropriate Manager or Supervisor.
* Perform after-hours desktop support as part of a rotating on-call roster.
* Provide guidance to Digital Support Officers on linking faults to problem and change records.
* Lead investigation into problem records with low complexity under the guidance of Senior Support Specialists.
* During busy periods in the Service Centre, assist with providing Level 1 phone support, if required.
* Autonomously perform installation and upgrades to IT equipment including PC's, Printers, Faxes, Scanners, MFD's, AV equipment and other IT and clinical equipment following work instructions and guidelines.
* Participate and support system upgrades following work instructions and guidelines and approved change implementation plans.
* Provide level 1 and 2 support for complex audio-visual faults and requests following work instructions and guidelines.
* Provide level 1 and 2 network, telephony and mobile device support for routine/common/known faults and requests following work instructions and guidelines. Collaborate with level 3 support staff to identify improvement opportunities in troubleshooting and resolving these faults.
* Perform IT asset management administration following work instructions and guidelines.
* Mentor Service Centre Digital Support Analysts on level 1 and 2 troubleshooting; identify skill gaps and recommend training opportunities to Senior Digital Support Specialists.

The Successful Applicant

Candidates are required to be fully vaccinated against COVID-19
* Minimum 4 years relevant IT experience.
* Demonstrated experience in the provision of service desk, audio visual and desktop support to end users in large and complex environments.
* Demonstrated experience in the provision of service desk, audio visual and desktop support to end users in large and complex environments.
* Demonstrated ability to provide a client focused service to both external and internal clients.
* Sound knowledge of Microsoft operating systems, active directory, networking, computer and AV hardware installation and support.
* Demonstrated time management and organisational skills, including the ability to organise and prioritise tasks to meet deadlines and evidence of consistently producing required levels of IT support.
* Proven ability to function as a team member, maintain confidentiality, be flexible and work under high pressure situations in clinical and administrative environments.
* Demonstrated high level communication skills and the ability to communicate effectively with all levels of staff.

What's on Offer

An immediate start to a long term contract in a highly reputable organisation. Join a highly collaborative team with a great culture. 6 month term with high likelihood of extension for exceptional candidates. An easy to reach location in South Brisbane. This is a fantastic opportunity to grow you skill set as a Desktop Support Specialist.