Is Analyst-technical Support

2 weeks ago

Melbourne, Victoria, Australia Franklin Templeton Full time
IS Analyst-Technical Support


At Franklin Templeton, we're advancing our industry forward by developing new and innovative ways to help our clients achieve their investment goals.

Our dynamic and diversified firm spans asset management, wealth management, and fintech, offering many ways to help investors make progress toward their goals.

Our talented teams working around the globe bring expertise that's both broad and unique.

From our welcoming, inclusive, and flexible culture to our global and diverse business, we provide opportunities to help you reach your potential while helping our clients reach theirs.


Come join us in delivering better outcomes for our clients around the world

What is Front Office Desktop Support responsible for?

What is the IS Analyst Technical Support responsible for?
Provide desktop support for Franklin Templeton employees. This includes addressing their technical issues, requests, and support of the IT Infrastructure.


This position is based in Melbourne, Australia, requires 5 days per week onsite in the office and occasional after hours support for moves and changes.


What are the ongoing responsibilities of this position?

  • Provide onsite technical support and customer service as well as remote user support
  • Build customer relationships with the senior level employees and administrative support personnel in the office and travel to our other offices in the region
  • Accountability for addressing technical issues in a timely manner and providing concise and timely updates
  • Address issues that arise within the local office and tickets for local and remote users routed from the service desk
  • Coordinate, setup, and support technologies used in Conference Rooms
  • Provide Audio Visual Support for internal meetings
  • Provide support for trading and investment management technologies
  • The primary value is to provide quick and efficient resolution while minimizing disruption to the customer
  • Actively participate in team meetings
  • Ordering and maintaining inventory of IT assets
  • Project work related to acquisitions and integration of companies
  • Coordinate and support office moves, and user restacks
  • Be an active advocate for the customer within IT and with outside technical groups
  • Escalate issues to the appropriate teams and drive to closure
  • Manage the ticketing queues to ensure issues are prioritized and actioned
  • Availability to provide support outside business hours
  • May include occasional travel to other offices
- company guidelines, processes, and standards

  • Assist in creation of technical documentation and manuals regarding standard operating procedures and customer service guidelines relating to remote and localized IT support
  • Working knowledge of office automation products and computer peripherals, like printers and scanners
  • Ability to perform remote troubleshooting and provide clear instructions.
  • Set up, maintained, and troubleshoot Microsoft Windows (Win 10 AND Office 2016) desktop, Laptops, and Notebook computers.
  • Basic Knowledge of ADS, DNS, DHCP configuration.
  • Handling of Asset management and vendor management
  • Basic LAN (Network) troubleshooting knowledge.
  • Outlook, MS Teams, and OneDrive configuration in end client
  • Identify and escalate situations requiring urgent attention, redirecting problems to appropriate resources.
  • Assist in creation of technical documentation and manuals regarding standard operating procedures and customer service guidelines relating to remote and localized IT support
.

What qualifications, skills and experience
would help someone to be successful?

Minimum Qualifications:

  • Bachelor's or Higher degree in computer science or related field
  • Minimum of 4 years in a similar fast paced and dynamic environment in the desktop support role
  • Excellent skills and abilities in organization, planning, multitasking, and flexibility
  • Excellent communication and interpersonal skills
  • Good problemsolving and critical thinking skills
  • Ability to actively participate as part of a team as well as work independently
  • Strong service delivery and customer management skills for local and remote users
  • Proficient in supporting Windows 10, Windows 11, Office 365, iOS, and Mobile Technologies
  • Reliable transportation mileage will be reimbursed when travelling to a nonprimary office is required

Preferred Qualifications

  • Experience supporting multiple facets of the business in a corporate environment strongly preferred
  • Experience using ServiceNow Ticketing system

Experience our welcoming culture and reach your professional and personal potential
Our culture is shaped by our diverse global workforce and strongly held core values. Regardless of your interests, lifestyle, or background, there's a place for you at Franklin Templeton.

We provide employees with the tools, resources, and learning opportunities to help them excel in their career and personal life.

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