Desktop Support Engineer

3 weeks ago

Council of the City of Sydney, Australia Datacom Full time

Overview

Our Why

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.

About the Role

This is an onsite role in Sydney working as a Desktop Support Engineer, where you will be responsible for the provision of all aspects of Desktop Services to a key Datacom customer. Aligned to our customers business requirements, we provide tailored maintenance services, hardware and software break/fix support, remote support, software deployment and relocation services.

Responsibilities

- Providing excellent technical support in a high-paced environment where customer satisfaction is paramount

- Assisting new users with their IT hardware collection and setup

- Ensuring new equipment, such as laptops and mobile phones, are up to date and deployment ready prior to release to customers

- Recording all customer contacts in the appropriate ITSM tool

- Keeping customers updated with regards to their tickets

- Using tools and processes to deliver services to customers in accordance with SLAs

- Proactively manage and maintain customer infrastructure as directed

- Initiate and drive service and process improvement

- Follow best practice methodologies and adhere to recognised ITIL processes (e.g., Change/Release)

Qualifications

- Exceptional customer experience with regard to end user services

- The ability to prioritise work to ensure achievement of all service level agreements

- Sound knowledge of laptops, desktop PCs, printers, media and audio-visual equipment and mobility devices

- You will bring excellent verbal and written communication and have the ability to articulate technical information to the target audience. Your professional customer service will be second to none, and you will have the ability to work autonomously with excellent time management.

Why join us

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.

We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.

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