IT Service Desk Technician

2 weeks ago

Sydney, Australia ERM Full time

Our APAC region is hiring a **1st Line Support Technician** to meet the demand of growth within the organisation. They will provide support to our Global workforce encompassing 40 Countries with 160 offices and over 7,000 staff members covering the entire spectrum of consulting services offered by **ERM.** This role is based in ERM’s **Sydney office.**

The culture at ERM is hardworking and very team-oriented. Most of the projects undertaken by ERM consultants are deadline driven so the Service Desk queries need to be resolved within a tight timescale and therefore, the position requires someone who is good at prioritizing, multitasking, and passionate about providing service and support. Our aim is to respond and resolve queries with a high degree of customer service as quickly as possible.

The role coordinates fulfilment of requests to maintain high levels of satisfaction with IT services. Technicians are responsible for all activities to respond to Complexity 1 requests and incidents.
Providing a single point of contact and end-to-end responsibility to ensure submitted requests have been processed via ticketing system and via Phone calls.

Providing initial triage, resolve or determine which IT resources should be engaged to fulfil them. Escalating service requests in line with established service level targets ensuring tickets are appropriately logged.

This position will utilize IT Service Management (ITSM) best practices such as ITIL to ensure new and existing services offered by IT are thoroughly understood, and operating successfully towards OLA and SLA targets

**Main Duties**:

- Provide effective support on all Complexity 1 requests via Ticketing System and Telephone
- Ensure all incidents are closed within SLA
- Manage and maintain Request lifecycle through to resolution
- Provide outstanding customer service both written and verbal
- Provide support for both Incident and Service Requests
- Create and manage user accounts
- Imaging, personalisation and support of ERM’s estate of workstations
- Out of warranty computer swaps across all ERM offices
- Create solutions in Knowledge Database to aid with faster access to knowledge and resolutions
- Providing onsite and remote support to all functions and areas of the business
- Organise a prioritise ticket backlog and new incoming requests

**KPIs**:

- Prioritise and Schedule Resolutions: Identify priorities to ERM and ERMers
- Record Track and Document Request Fulfilment Management Processes: Identify trending issues and possible Problems
- Performing preventative maintenance: Predict potential problems for escalation
- Ensure that Technology policies and procedures and best practices are implemented and adhered to: Follow best practices across Incident Lifecycle (Escalation, Problem Management, Change Management, Purchasing etc)
- Resolve First Line Requests within agreed SLA’s: Enable fixes and workarounds to get staff back to working state

**Skills and Capabilities**:

- Excellent communication skills written and verbal (technical & non-technical team members, users, and business representatives of all levels)
- Team work - Seeks ideas and inputs of colleagues to make best use of team expertise and improve team performance.
- Team work - Freely shares knowledge and findings with others
- Ability to work unsupervised, in teams and stand alone
- Determination and motivation to succeed.
- Has the drive and commitment to see activities to completion.
- Take every opportunity to go the extra mile for the company and their colleagues.
- Enthusiastic, with a positive ‘can-do’ attitude.
- Identifies issues and takes a proactive approach to dealing with them.
- Ability to effectively prioritize and execute multiple concurrent work streams in a high-pressure environment.
- Flexible and adaptable in regards to learning and understanding new technologies.

You will have experience supporting at a 1st line level:

- High Standard of Incident and Problem management
- Active Directory administration.
- Exchange administration
- Microsoft Teams Telephony support
- Office 365 administration and core services support
- Network trouble shooting, TCP/IP and general WAN/ LAN trouble shooting
- ITIL Certified
- Windows XP, 7, 8, 10
- SCCM
- Asset management
- iOS/Android

**Responsibilities**:

- Provide effective and efficient support to our users while logging this information in our Service Desk management tool.
- Prioritise and schedule support workload against the defined SLA matrix.
- Follow Incident and Request fulfilment lifecycle processes
- Record, track, and document the lifecycle of an incident or request, including all successful and unsuccessful troubleshooting steps, and actions taken, through to final resolution.
- Performing preventative maintenance (CSI) by analysing and trending ticketing statistics to identify areas for user training or service improvement.
- Test fixes to ensure request has been adequately resolved.
- Perform post-reso

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