Service Desk Support Officer

4 weeks ago

Sydney, Australia Launch Recruitment Full time

Bankstown Location
- WFH 2 days per week
- Initial 3 months with view to extend

**About the role**
In this role you will be a seasoned
**Level 1 and 2 Desktop Support Officer** with a strong background in
**EUC technologies**. You will be responsible for working across the business to solve technical issues in a timely manner working with all stakeholders. To be successful you will specialise in a broad range of EUC technologies and be passionate about learning new ones.

3-month contract, with high possibility of extension. This role is paying up to $38 + super per hour

**Key Responsibilities**
- Provide troubleshooting to ensure that all issues are resolved within SLA timeframes and manage escalations as required.
- Perform Level 1 and 2 ticket resolution meeting SLAs.
- Manage incidents and service requests in line with the in-house ticketing system.
- Maintain technical documentation as required.
- Manage and set up IT devices and systems for end users.
- Monitor performance using management information systems, business and vendor engagement and observations.
- Escalate calls where problems cannot be resolved over the telephone to system administrators.
- Provides services in compliance with industry standards and Service Level Agreements.
- Build effective working relationships. Work closely with the business and various cross functional teams to manage the platform effectively and better enable end users.

**Skills / Experience Required**:

- **At least 3 years’ experience working across Desktop Support with experience working in a public sector (Local Government).**:

- **Experience working within a Citrix environment.**:

- Strong EUC experience working for an organisation servicing multiple cross-functioning teams.
- Experience in working across BAU and operations working with various ticketing systems to resolve issues to the provided SLAs.
- Strong written documentation skills and verbal communication skills with ability to liaise with both technical and business stakeholders across the organisation.
- Strong stakeholder / vendor management experience.
- Certified ITIL qualifications would also be highly beneficial.
- Certifications in MS desktop environments.

***

**Benefits for you**
- Options to WFH / hybrid working
- Very high possibility of extension after 3 months
- Join a great team with a collaborative working environment

**How to apply

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