Service Desk Support Specialist

1 month ago


Perth, Western Australia Randstad Full time
Job Overview

Randstad Digital is seeking an experienced Service Desk Support Specialist to join our team. In this role, you will provide 2nd and 3rd level service desk support, managing ICT incidents and Service Requests using the incident management and request fulfillment processes.

Key Responsibilities
  • Provide accurate Incident management, Problem management, Change management and Service Request management within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) time frames.
  • Utilise appropriate tools and methods to effectively manage Incidents/Problems/Changes and Service Requests ensuring information is captured in the Service Desk ticketing system for future reference and analysis in line with ITIL principles.
  • Work with managed service providers closely to help resolve escalated support issues.
  • Respond to enquiries from various sources in a responsive, customer focused manner and ensure that accurate, targeted and timely information supplied effectively resolves the incident or fulfils the service request.
  • Manage set-up activities for computers, printers, multifunction devices, tablets, smartphones and other ICT systems.
Requirements

We are looking for an individual with 6+ years' experience in Service Delivery within a medium to large size organisation, proven experience in systems administration, experience in developing and maintaining standardised operating environments (SOE), and supporting Microsoft desktop applications.

The ideal candidate should have experience in maintaining networks, VOIP, firewalls, printers, backup software, demonstrating experience in effectively managing managed service providers, and 6+ years' experience in support Microsoft Office 365 applications such as MS Teams.

Estimated Salary

$85,000 - $110,000 per annum, depending on location and experience.

About Us

Randstad Digital is passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.



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