Level 2 IT Support Officer

4 weeks ago

Perth, Australia Beacham Group Full time

WA Leading Organisation
Supportive growing team
Mix of office, client site and home working Are you a skilled Level 2 IT Support Engineer who happens to excel at Application support as well as troubleshooting infrastructure? Are you the consultant client-facing type who is able to take lead and use your business and IT skills to solve a problem?
Our growing West Australian client is looking for the right person to take on this the right person in a permanent full-time capacity.

**Role Description**:
The role involves being an active agent on the IT Service Desk (Fresh Desk system) to manage calls, action or escalate as required to ensure the business IT service levels are maintained. Key aspect to this role is “first call fix” supporting the IT Manager with input into the essential service desk knowledge articles to ensure mínimal disruption and return to ‘business as usual’ (BAU).
Upon request this role will provide input to projects as an ‘IT resource’ to work across the varying business and project demands.
The role requires support for presales activities within the Sales and Acquisition function to advise and guide on technical matters associated with the IT Support function under direct guidance of the IT Manager.

**Role Purpose**: The IT Support Officer is responsible for ensuring the IT Service Desk meets agreed business service level guarantee’s and ensures smooth IT operations and support for the group, meeting agreed business service levels. The role is considered a “hands on” role with solid level of IT knowledge and experience to support the team.

**Purpose can be summarised as**:
Act as the day-to-day service desk agent answering IT support calls from across the network and ensure service expectations are managed and delivered as advertised to the business.
Deal promptly with Management escalations which occur outside of the Incident Management process.
Maintain all ITIL service management process documentation and SD knowledge articles are developed and maintained (first call fix).
Identifying continuous improvement opportunities associated with SD call behaviour and requests.
Provide input into the technology roadmap as requested for service desk-related matters.
Manage level 2 support relationships to ensure mutual respect and business relationships established to support the network.
Manage first call expectations and develop strong relationships with callers to the SD.
Maintaining a positive relationship with End Users, identifying End User needs which are not being met, and ensuring that these requirements are tracked and managed to closure. Liaising with the Manager to agree on mitigating actions/improvement plans to address service disruptions/escalations.

**About You**:
You have had...

Experience in database updates and management
Experience in maintaining systems on a daily basis
Worked with vendors and other 3rd parties to perform system upgrades
IT Service desk queries and faults (break-fix and call management) experience - BAU office permissions to basic networking, backup, server triage, management, hardware and software support, telephony, security, etc...
Potentially delivered or been involved in delivering training; creating training materials and deliver in-person sessions as required or needed to no technical end-users
Supported or lead projects
Experience being client-facing at client sites where you have demonstrated your interpersonal skills to achieve understanding and provide support to the end-users
Experience, ideally, with store server triage and fault analysis
Good hands-on knowledge and experience in the Microsoft Suite - this is a must. You are also...

Open to learning
Good communicating
Strong with time management and setting expectations
Patient under pressured circumstances to maintain composure to deliver outcomes
Good at problem-solving and thinking laterally when there is an urgent need for a resolution
Keen to grow within an organisation and step into leadership roles as your experiences expand
Our client's head office is located 10 minutes north of the Perth CBD. You will have a varied week being at client sites, in the office, and working from home when required.
The role will require some contact out of hours o a scheduled roster and therefore must present professionally and efficiently as a lead member of the Administration office.

Want to know more?
The consulting team at Beacham Group welcomes your telephone enquiry. For more detailed information about this specific career opportunity, or if you would like to discuss your future career plans with an experienced industry specialist, please contact either Ellen Babij or Glenn Beauchamp in our Perth office for a strictly confidential discussion (+61 (0)488 988 100 / +61 (0)411 116 966).

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