Job Description

Job Header

Helpdesk and Desktop Support

Private Advertiser

Job Information

Job Listing Date
23 Mar 2020
Location
Brisbane, CBD & Inner Suburbs
Salary
$60,000 - $64,999
Work Type
Full Time
Classification
Information & Communication Technology, Help Desk & IT Support

Key Objective

The ICT Helpdesk and Desktop is responsible for 1st to 2nd level technical support and resolving technical challenges throughout the client's IT environment and communicating with confidence when engaging our staff

Pro-actively addressing potential issues with the aim of establishing high customer service and technical support 

Coordinating, collaborate and escalate incidents within established timelines.

For that purpose, a good understanding of business processes and users’ needs is essential in order to provide high business continuity of the IT environment.

Key Responsibilities

  • Provide 1st and 2nd level technical support to all users in ICT related matters via helpdesk tickets, telephone and face to face client requests.
  • Support and maintain ICT hardware (e.g. desktops, Laptops, telephones, printers, etc.) 
  • Application Support with skills to maintain and troubleshoot Microsoft Office, web based applications, custom applications and ERP applications
  • Active Directory administration of user accounts, groups and assigning user rights;
  • Administration of Microsoft Exchange distribution, shared mailbox and email accounts;
  • Support Telephone system, Photocopiers, printers and peripheral devices
  • Support office security systems (camera system and access control);
  • Maintain and manage hardware & software inventory, including licensing;
  • Maintain and develop IT documentation;
  • Responsibility for the proper functioning of all IT systems 
  • To ensure compliance with local & headquarter guidelines with regard to IT systems (security, etc.)
  • Ability to prioritise competing tasks and attention to detail
  • Understanding of escalating technical issues and time management

Experience

  • 2 years in an equivalent function.
  • Technical experience with Windows Server environment and Office Applications
  • Excellent customer Service
  • Ability to prioritise competing tasks 
  • Time management

Competencies

  • Continuous Improvement
  • Customer Orientation      
  • Managing Work    
  • Initiating Action    
  • Adaptability                      
  • Decision Making              
  • Collaborating        
  • Work Standards          

Relationship Style

  • Relationship Oriented: is able to use appropriate interpersonal techniques to build and maintain relationships
  • Process savvy: is able to follow processes and procedures to meet work goals
  • Attention to detail: sets high standards  for excellence and ensures work outputs are meeting set standards
  • Calm under pressure:  remains positive and stays focused on tasks when under stress and pressure
  • Organised: is planful and structured in approach and manages time effectively

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