Desk Support Specialist

We use technology to make happier lives at our workplace. Our mission is to contribute to society and customers through innovation and expertise.

• Location: Townsville
• AGSVA Baseline or ability to obtain (Citizens only)

We're seeking a dynamic Onsite Technician to work with our Defence client in the support of desktop, infrastructure and services across multiple technology streams including hardware, operating systems, software, networks, servers, print etc.

1. Respond to, resolve incidents and service requests within agreed service level agreements, and follow breach reporting process for any failed SLAs.
2. Maintain data integrity by refreshing, relocating, deploying and decommissioning assets within the configuration management database.
3. Perform maintenance and housekeeping of customers' physical infrastructure including desktop equipment, peripherals, telephony, print devices, audio/visual conferencing equipment.
4. Manage customer expectations by keeping them updated as their case progresses, notifying of any delays.
5. All customer interactions and activities are logged and maintained in the correct IT service management tool. Ensure prompt escalation of any operational issues.
6. Ensure all timesheets and project efforts are accurately recorded and submitted on time as per company requirements.
7. Ensure all required training is completed on time.
8. Be aware of workplace health and safety practices, instructions and policy as set out by the organisation and customer.
9. Carry out other work as assigned by team leader or management.Key Performance Indicators
   1. Adhere to workplace health and safety policy and process, calling out concerns and working with TL to have incidents logged as per policy.
   2. Create and maintain knowledge and technical documentation to ensure information is accurate and up to date including troubleshooting guides, operational procedures and how-to guides.
   3. Identify opportunities for improvement including technical solutions, gaps in knowledge, documentation, and automation that deliver efficiency or cost savings internally and externally.
   4. Provide training on end-user devices to service desk staff and customer end-users to improve productivity and customer service.
   5. Contribute to operational action items, and continual service improvement plans when requested assist with project activities (internally or externally). When requested assist with root cause remediation efforts.
   6. Have a proactive approach to work.
   Requirements and Experience
   • AGSVA Baseline or ability to obtain (Citizens only)
   • Minimum 7 months to 1+ year experience with supporting end-user devices at level 1+, this can be remote support.
   • Level 1 and level 2 technical knowledge of hardware and peripherals i.e. laptops, notebooks, workstations desktop PCs, printers, media and audio-visual equipment BYOD and mobility.
   • Level 1 and level 2 technical knowledge of desktop & software applications i.e. Operating Systems (Windows 7 through 10), Microsoft Office 2007 through 365, Antivirus software and systems support in a small to medium business.
   • A basic understanding and knowledge of Active Directory, Microsoft Exchange, SCCM, End-Point Imaging.
   • Demonstrated entry-level or basic working knowledge of basic IT infrastructure and network equipment i.e. routers, switches, servers, virtualization, VPN, RSA, Citrix, VMware, Hyper-Converged Infrastructures Strong verbal and written communication, ability to articulate technical information to the target audience.
   • Professional customer service skills. Ability to work well within a team while fostering relationships and promoting inclusion.

   Benefits

   • We put people first. We believe in the power of diversity to drive innovation and our commitment to inclusivity shows that we value an inclusive culture.
   • We offer tailored career paths across our global organization to support your professional and personal growth.
   • We live our values of aspiration, trust, and empathy, all day, every day.

   Our Commitment to Diversity, Equity and Inclusion

   We aim to recruit a diverse range of talents to help us achieve our purpose. In line with our diversity, equity, and inclusion strategy, we highly welcome applications from underrepresented groups, including women and gender-diverse people, Aboriginal and Torres Strait Islander people, Māori and Pacific people, LGBTI+ people, people with a disability, culturally and linguistically diverse people, veterans, Australian Defence Force (ADF) and emergency responders.