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Desktop Support Specialist

2 months ago

Docklands, Victoria, Australia Link Group Full time
About the Role

We are seeking a highly skilled Desktop Support Specialist to join our team at Link Group. As a key member of our IT department, you will be responsible for providing exceptional technical support to our end-users, ensuring timely and efficient resolution of incidents and service requests.

Key Accountabilities and Main Responsibilities
  • Deliver Customer Excellence: Adhere to best practice principles and deliver customer-focused support to ensure high levels of customer satisfaction.
  • Efficient Ticket Management: Manage and resolve tickets in a timely and efficient manner, maintaining key performance indicators and ensuring seamless service delivery.
  • Ownership and Communication: Take ownership of support tickets and maintain regular communication with customers on progress, ensuring transparency and trust.
  • Subject Matter Expertise: Act as a subject matter expert, escalating issues when required, and providing technical guidance to colleagues.
  • Proactive Mindset: Demonstrate a proactive mindset, identifying knowledge gaps and implementing solutions to reduce waste and improve service delivery.
  • Analysis and Advice: Analyze Service Desk calls and incident data to identify potential user training requirements and automation opportunities, providing advice to customers.
  • Knowledge Management: Contribute to technical support articles in the knowledge management database, ensuring accurate and up-to-date information.
  • Service Improvement: Drive service improvement by developing process and procedure documentation, identifying areas for improvement, and implementing changes.
  • Major Incident Management: Support the major incident management and problem management process, ensuring effective resolution of critical incidents.
  • Second and Third-Line Support: Provide second and third-line operational support, including desktop and client support, local server and network support, desk-side delivery, and desk-side training.
  • Desktop Configuration and Maintenance: Support, manage, optimize, and maintain the configuration and installation of desktops, including patch updates, hardware replacements, and spares management.
  • Support Ticket Management: Collect and maintain accurate, detailed information about assigned support tickets, providing relevant information to other IT support teams and facilitating effective service management reporting.
  • Security and Compliance: Monitor security profiles and anti-virus software on all desktop devices, taking appropriate action in the event of non-compliance with security requirements.
  • Problem Investigation and Resolution: Proactively support the investigation of problems, identifying workarounds, fixes, and root causes, and implementing solutions as agreed with the End User Support Manager and Problem Management Team.
  • User Relationships and Engagement: Manage user relationships, engage with the Service Delivery Team, and third-party providers as required, ensuring seamless service delivery.
  • Knowledge Capture and Sharing: Contribute to project-related activities, formally capturing knowledge to assist operational teams, and ensuring knowledge sharing across the organization.
  • Customer-Facing Manner: Demonstrate an exceptional customer-facing manner, providing immediate technical assistance on the Tech Bar, and ensuring high levels of customer satisfaction.
  • Disaster Recovery: Support Disaster Recovery activities as required, ensuring business continuity and minimal disruption to services.
Experience and Personal Attributes
  • Highly Accurate and Performance-Driven: Demonstrate high accuracy and performance-driven behavior, leading by example and setting high standards.
  • Exceptional Communication and Interpersonal Skills: Possess exceptional communication and interpersonal skills, able to communicate technical information in a clear and understandable manner to non-technical stakeholders.
  • Customer-Focused Attitude: Demonstrate a customer-focused attitude, prioritizing customer needs and ensuring high levels of customer satisfaction.
  • Calm and Confident Manner: Display a calm and confident manner, able to set expectations and provide reassurance to customers.
  • Strong InfoSec, Risk, and Compliance Skills: Demonstrate a strong ability to identify and manage InfoSec, risk, and compliance issues, ensuring adherence to regulatory requirements.
  • Self-Management and Teamwork: Possess the ability to self-manage, support, and mentor colleagues, and work collaboratively as part of a team.
  • Technical Skills and Expertise: Demonstrate technical skills and expertise in modern desktop environments, Citrix, Azure Desktop, Netscaler, and end-user computing technologies.
  • Logical Thinking and Troubleshooting: Display logical thinking and a clear, structured approach to troubleshooting complex environments.
  • Continuous Service Improvement: Understand and embrace continuous service improvement principles, identifying areas for improvement and implementing changes.
  • Knowledge Capture and Documentation: Possess the ability to formally capture and annotate complex processes using tools such as MS Visio.
  • Industry Standard Applications: Demonstrate exceptional knowledge of industry-standard applications, including the O365 application suite, Active Directory, Exchange, MDM solutions, and deployment tools.
  • Networking and IP Telephony: Demonstrate demonstrable experience with networking and IP telephony.
  • ITIL Accreditation: Possess ITIL accreditation and formal technical accreditations.
  • Project Management Experience: Demonstrate project management experience, including administration of Airwatch, Insight, SCCM.