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Helpdesk Support Level 1
3 months ago
Meinhardt is a global multi-disciplinary engineering and technical services consulting company. We specialise in the areas of Property and Buildings, Land Development, Infrastructure, Environmental Services, and Mining and Resources.
About the Role
Meinhardt is seeking the services of a qualified Help Desk Support Person that can slot into a small hard working group of team members. In order for this to happen, the right candidate must be also hard working with a focus on providing high quality customer service to our staff nationally. You will have 2-3 years' experience in providing a high level of help desk service and must be prepared to travel interstate on a regular basis.
Key Responsibilities
Reporting directly to the IT Manager, the candidate will require to provide a variety of support skills to a national customer base such as:
-Responding to Help Desk service system tickets, Face-to- Face, Phone and Email support requests.
-Assisting to perform moderately advanced technological systems support, maintenance, and testing for proper upkeep of systems
-Assisting to troubleshoot and resolve system hardware, software, and network failures and conflicts
-Closing Helpdesk tasks in an efficient manner & in-line with task KPI, including the documenting resolution notes
-Feedback from staff & Management
-Ensure Service desk is kept up to date and items addressed as per Meinhardt set KPI's
-Logging of all incidents/ requests within service system, and keeping customers updated with progress regarding resolutions, whilst maintaining good communication throughout
-Accurately following SOE image procedure
-Liaise with OHS Head Office staff as required and adhere to the Integrated Management System's Policies and Procedures
-Ensure effective internal communications both within the Information Technology team and across the organisation
-Documenting processes and updates in the Wiki
-Escalation of issues where appropriate to team members.
-Preparing/imaging PCs and creating users in AD.
-Prepared to travel to interstate offices on a monthly basis
-Have a current Microsoft & Other Industry Certifications
-Have excellent knowledge of operating systems such as Windows Server 2012 R2, Active Directory, Windows 7 and 10. Office 365, PC Hardware troubleshooting, Solid TCP/IP knowledge (LAN/ WAN environment)
-Well-developed knowledge of mobile devices in a corporate setting (Apple, Android).
Skills & Experience
In addition to the duties outlined above the candidate would have also have:
-Have minimum 2 years' experience in level 2 support.
-CompTIA A+ Certification
-Excellent communication skills (both written and verbal).
-A proactive attitude.
-Prepared to take Ownership and follow a solution through to the end, to ensure a great customer experience.
-Friendly approachable demeanor.
-Demonstrated ability to communicate with staff at all levels throughout the organisation
-Highly organised and have great time management skills
-Proactive approach to problem solving with the ability to think outside the box and innovate
-The ability to complete work efficiently, whilst handling multiple tasks in a fast-dynamic environment
-Ability to work autonomously and also in a team environment.
To be considered for this role You MUST have at least 2+ years' work experience in Australia.
Culture
Our Employees work in an environment where initiative is encouraged and excellence is rewarded. We believe that an innovative and enquiring approach is the best way to address our clients' challenges. Help us shape your region and engineer the world.
