Service Desk Specialist

3 weeks ago

Sydney, Australia Ricoh Australia Pty Ltd. Full time

Time left to apply: End Date: September 14, 2025 (25 days left to apply)

Job Requisition ID: R0002468

Who Are We?

As a world-leading provider of workplace technology, Ricoh is dedicated to improving work life by offering better user experiences, optimized workflows, anytime, anywhere collaboration, and digital infrastructure solutions.

At Ricoh, we harness the infinite potential of collective imagination. We embrace a culture of openness, welcome all ideas, and aim to shape the future of work and sustainability, using the world's potential to imagine change.

Is This the Role for You?

We are seeking a customer-focused IT professional to provide Level 1 and 2 support in a corporate environment. The role involves managing and supporting Windows 11, MacBook, Office 365, Dynamics 365, and both cloud and on-premises infrastructure. Key tools include Microsoft Intune, Autopilot, Endpoint Manager, Entra ID (Azure AD), Active Directory, Fortigate VPN, and Meraki wireless.

The ideal candidate will have strong technical expertise, excellent interpersonal skills, and a proactive mindset. Responsibilities include troubleshooting, device management, endpoint security, and collaborating with users and internal teams to deliver exceptional IT support and continuous improvement.

Key Responsibilities:

1. Act as the first and second point of contact for IT support, ensuring issues and requests are logged, tracked, and resolved within the ITSM platform (e.g., ServiceNow), including walk-ups.

2. Own incidents and service requests from triage to resolution and closure, escalating when necessary.

3. Provide deskside and remote support for hardware, software, applications, and network access, focusing on Microsoft technologies.

4. Deploy, configure, and manage end-user devices using Microsoft Intune and Autopilot, in line with the Standard Operating Environment (SOE).

5. Troubleshoot End User Computing devices such as Windows and MacBooks, as well as mobile devices (Android and iOS).

6. Address issues across the Microsoft stack including Identity (Active Directory and Entra ID), Windows 11, Office 365, Teams, SharePoint, and Dynamics 365.

7. Support onboarding and offboarding processes, including provisioning and decommissioning user accounts, devices, and permissions using Entra ID, Active Directory, and Microsoft 365.

8. Assist with connectivity and remote access issues, including VPN (Fortigate), wireless (Meraki), and basic network troubleshooting.

9. Ensure all IT support issues and requests are documented within ticketing systems, including walk-ups.

To Be Successful in This Role:

1. Achieve 90%+ utilization of scheduled working hours on productive support activities.

2. Maintain consistent communication and collaboration with end users throughout the incident/request lifecycle.

3. Structure, prioritize, and communicate workload effectively, proactively flagging blockers or changes.

4. Update tickets daily with clear progress notes and adhere to ticket closure procedures.

5. Maintain a First Time Resolution rate of 70% or higher, with proactive communication for escalations.

6. Resolve tickets within an average of under 3 business days, with appropriate urgency.

7. Track assets accurately with minimal discrepancies.

Key Selection Criteria:

1. Based in Sydney and able to attend North Ryde Office.

2. Minimum 2-3 years’ experience in a service desk or end-user support role.

3. Strong hands-on knowledge of Microsoft technologies including Windows 11, MacOS, Office 365, and Active Directory/Entra ID.

4. Desirable: experience with cloud platforms (AWS, Azure), Intune, Autopilot, SharePoint, Dynamics 365, Linux Servers.

5. Experience with modern device and application management using Microsoft Intune, Autopilot, and Endpoint Manager.

6. Proficiency in onboarding, offboarding, and user access provisioning using identity management tools.

7. Experience with incident and request management platforms like ServiceNow.

8. Support for VPN clients, wireless technologies, and basic networking troubleshooting.

9. Ability to identify recurring issues and implement long-term solutions or automation.

10. Strong relationship-building skills with internal teams and end users.

11. Ability to remain calm under pressure and respond effectively to urgent issues.

What We Offer:

At Ricoh, we value your contribution and offer benefits such as:

- Purchased Leave Scheme

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